Customer Solutions Supervisor

Last date to apply:

We are continuously accepting applications

• Why join Husqvarna?
• We are one of the world’s oldest startups, passionate about our work, proud of our history and curious about the future. We look for opportunities to grow by stepping out of our comfort zone and are committed to finding sustainable solutions for the future. We have built an environment that encourages close teamwork and support for one another. Check us out at www.husqvarnacp.com

We offer:

Competitive compensation

Benefits, including medical, dental, and vision insurance at date of hire

A 401(k) with matching and no vesting

An employee purchase discount on Husqvarna products

An education assistance program

Paid parental leave

Paid holidays, including 2 floating holidays

Paid vacation and sick time

The Customer Solutions Supervisor is responsible for overseeing the daily operation of business. This position plays the lead role in coaching and developing our Customer Solution Reps (CSR) to provide a high-quality customer experience to our internal and external customers. This position helps ensure our competitive advantage and is critical to the company by supporting and guiding the customer service department.

Responsibilities

Supervising of Department

Monitor staffing and provide proper phone coverage to meet our agreed upon Service Level Agreement (SLA)

Oversee daily workflow which includes back order reports, department CRM responsibilities, and other offline duties

Monitor, supervise and coach gaps in attendance, performance and behavior

Hold CSRs accountable to meeting the compliance expectations with established policies and procedures

Provide ongoing ERP systems training to support required functions

Oversee training of new hires

Conduct performance appraisals and provide ongoing performance feedback

Handle daily personnel issues when they arise and involve Customer Service Manager when necessary

Conduct monthly department meetings

Create and maintain daily reports that provide daily activities

Process Administration

Daily & weekly communications to the assigned group

Assist with annual pricing contracts and daily deviations

District Sales Manager maintenance on ERP system

Acts as point of escalation for complex issues from CSR’s

Identify trends and work within and outside Customer Service department to determine root cause and solve issues

Create, update and oversee process documentation to meet operational and customer requirements

Communication Management

Act as liaison between various departments on customer service issues

Provide support to sales organization

Provide weekly feedback to manager for use in refining and improving departmental efficiencies

As an ideal candidate you have:

Bachelor’s Degree in Business preferred

3-5 years customer service experience in a call center environment required

Previous lead or supervisory experience required

Strong knowledge of current ERP system, Excel, Word

Strong knowledge of HCP business processes

Strong knowledge of workflow management of business dynamics (CRM)

Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.