Job Description: "About the Opportunity"As our Customer Service Supervisor, you will be tasked with many challenging opportunities that will contribute to the overall growth of the business. This is an exciting time for James Hardie and you'll play a large part by providing customer service expertise and guidance to 15 Customer Service Representatives. You'll be based out of our Chicago office and you'll report directly to the Manager of Customer Operations. This truly is a position where you can determine your own career success. Position
RESPONSIBILITIES:Oversees the Customer Service Representative (CSR) performance and workflow on a daily basis by: (40%)• Allocating representative resources to efficiently and effectively meet the Company's and customer expectations;• Achieving the Company's goals of providing timely, reliable customer support on the phones• Achieving the Company's service commitments around timeliness and accuracy of delivery;• Ensuring that representatives are communicating proactively with customers to address any product availability or order processing issues• Ensuring that service failures are minimized to <1% orders per week due to Customer Service errors;• Identifying and spearheading the removal of roadblocks to meeting service goals by building relationships and working with internal teams such as Logistics, Sales, Transportation and Credit.• Addressing highly escalated customer concerns or critical customer accounts.Coaches Customer Service Representative (CSR) to improve performance on a daily basis by: (35%)• Auditing orders processed to ensure that quality expectations are met and provide coaching to representative in areas of potential improvement• Monitoring inbound/outbound phone calls to ensure that quality expectations are met and provide coaching to Representative on opportunities for improvement• Identifying opportunities for representative coaching, training, system and business process improvement; and• Reviewing all credits processed due to Customer Service errors, determining root cause and implementing sustainable solutions.• Providing visibility on CSR and team performance, efficiency and quality through dashboards and scorecards.Serves as a key instrument of change management and organizational development by: (25%)• Developing, reviewing and ensuring that all required documentation and training is prepared and implemented prior to key business initiatives such as product launches, discontinuations, price changes, etc• Partnering with Training to address any areas of unclear or incorrect documentation or business process flow.• Soliciting and addressing team feedback on a timely basis to mitigate any business risks or address key customer issues• Developing a highly flexible workforce by promoting representative certifications in various functions• Promoting cross functional development of representatives through projects, papers and assignments• Identifying representatives with potential to contribute in other areas of the business and designing relevant development plans• Recruiting continuously to provide a highly capable talent pool Position Requirements• Superior interpersonal and written/oral communication skills with a customer centric orientation• Demonstrated ability to identify and understand issues or problems using data.• Demonstrated ability to use effective approaches for choosing a course of action or developing an appropriate solution.• Demonstrated ability to act independently upon information and make decisions that achieve optimal results.• Demonstrated ability to build strategic working relationships while holding parties accountable for deliverables.• Ability to drive adherence to best practices and procedures.• Ability to successfully manage multiple tasks and prioritize workload while paying attention to detail.• Demonstrated ability to function as a strong team player.• Demonstrated intermediate skills with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, Power, Outlook, Internet, and other proprietary software).• Willingness and ability to travel as appropriate, up to 10% of the time.
EDUCATION/EXPERIENCE:Required:• Bachelor's Degree required.• SAP experience preferred• 3 or more years of progressive responsibility beyond a strict call center environment.• 1 or more years of management experience (i.e.: leading CSRs), to include interviewing, performance management, discipline, training, and development."Requisition Number: CUSERV-752Interest Category: Administrative / Customer ServiceHourly/Salary: SalaryCity: ChicagoState: IllinoisCountry: UNITED STATESShift: Days
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