Customer Service Supervisor

Bristol, IN 46507, USA Req #1161
Friday, July 29, 2022
Founded in 1933, Myers Industries has moved from a small storefront in Akron, Ohio to become a family of over 2,400 employees. Our One Myers team is made up of some of the most revered brands in the industry, including: Myers Tire Supply, Patch Rubber Company, Tuffy Manufacturing, Akro-Mils, Scepter, Buckhorn Inc, Jamco Products, Ameri-Kart, Elkhart Plastics and Trilogy Plastics. Our people are the engine behind our growth, and they work to deepen our customer relationships, serve our niche industries, and drive our success.  We invite you to apply and consider joining our team as we drive our business forward. We would love to have you as part of the next chapter of our growth story!

Job Overview:

The Customer Service Supervisor oversees a staff of customer service representatives that respond to requests from customers and supervises the daily work load to ensure required service volume and quality levels are attained. Trains and coaches staff in standard policies, procedures, and best practices.

Job Responsibilities:

  • Improve customer service experience, create engaged customers and facilitate growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop and document service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports identify opportunities for process improvement
  • Manage, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Prioritize and maintain an orderly workflow according to priorities
  • Responsible for customer purchase orders follow through, validations and maintenance
  • Communicates with internal and external customers to ensure effective relations
  • Provides support to the Sales and other teams by creating reports and providing customer insights to support the best experience for customers while balancing the company's objectives
  • Responsible for processing and responding to consumer questions, issues and inquiries about products, including, but not limited to, defects and claims, product replacement, product quality.
  • Responsible for maintaining and keeping all Voice of the Customer (VOC) documentation
  • Assist with maintaining all Sales procedures and processes
  • Assists in resolving customer issues
  • Other duties as assigned

Job Qualifications:

  • Bachelor’s Degree Preferred
  • 5 years of experience supervising customer service representatives - required
  • Excellent communication (written and verbal) skills
  • Demonstrated ability to interact with others in a positive and professional manner
  • Ability to resolve conflicts and influence decisions based on facts and data
  • Ability to think strategically taking into operational and customer requirements

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk, hear, sit; and use hands to type and write. The employee frequently is required to stand and walk. Occasionally the employee is required to climb or balance, stoop, kneel, or crouch, and reach with hands and arms (e.g. climbing stairs, filing paperwork at, above, and below shoulder height). The employee must occasionally lift and/or move up to 15 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus to watch video monitor.

Myers Industries, Inc.  is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

Other details

  • Job Function Customer Service
  • Pay Type Salary
Location on Google Maps
  • Bristol, IN 46507, USA