Customer Solutions Supervisor
Core
Oversee daily operations of the customer service department and coach Customer Solution Reps to ensure high-quality customer experiences.
Role type
Customer Solutions Supervisor (Team Lead)
Builds
Customer service operations and team performance
Domain
Retail / Consumer Goods (Outdoor Power Equipment)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team coaching, workflow management, performance appraisal, conflict resolution, ERP system administration, process documentation, SLA monitoring, data reporting
Preferred skills
Bachelor's degree in Business, experience with HCP business processes
Technologies
ERP systems, Excel, Word, CRM
Responsibilities
Monitor staffing and phone coverage to meet SLAs, oversee daily workflow and back order reports, coach and develop Customer Solution Reps, conduct performance appraisals, handle daily personnel issues, create and maintain daily activity reports, act as escalation point for complex issues, update process documentation, serve as liaison between departments.
Seniority
Mid-level, hands-on IC