Customer Service Supervisor (Mid Shift)

Maui Jim Sunglasses•Peoria, IL

2d•$56,000 - $60,000

About The Position

Kering Eyewear, part of the global Luxury group Kering, is the most relevant player in the Luxury Eyewear market segment. We design, develop, manufacture, and distribute eyewear that blends creativity, innovation, and quality. Our portfolio spans a wide range of iconic brands including Gucci, Cartier, Saint Laurent, Bottega Veneta, Balenciaga, McQueen, Valentino, Chloé, Alaïa, Montblanc, Dunhill, Puma, and our proprietary brands LINDBERG, Maui Jim, and Zeal Optics. By combining industry expertise with a commitment to sustainability, we help our brands redefine design and craft eyewear that captivates consumers worldwide. At Maui Jim, you can expect, a unique culture, a well-known brand, and the opportunity to grow with a company that has a great reputation. We offer an inclusive, collaborative and “high touch” work environment that values the members of our ‘Ohana. We work hard to develop our leaders who in turn develop their team members to reach their full potential, and we are committed to building a team that focuses on solid customer service. If you would like to be part of an amazing adventure that is Maui Jim, check our current job openings and browse the site to learn more about our culture, benefits , and our Maui Jim 'Ohana! Aloha~ The major function of this position is: Contribute to the overall customer satisfaction, employee retention and account efficiency objectives by ensuring performance standards are met and enhanced. Increase employee performance through coaching and development from leadership. Improve employee and department morale through effective communication and management.

Responsibilities

Provides day-to-day leadership, coaching and development to direct reports.
To continually seek improvement in every aspect of the position and departmental functions.
Identify and solve problems, recommend and implement process improvements. Areas for improvement should be targeted at increasing customer satisfaction, employee satisfaction, and/or Maui Jim efficiency.
Leverage knowledge of customer service programs to lead team to meet and exceed business expectations and provide the highest level of customer service.
Provide guidance and support to team leads to ensure representatives are equipped with the necessary knowledge and skills needed to meet department standards.
Maintain up-to-date knowledge of products, services, policies and procedures.
Facilitate communication of new information to leads and CSRs in a timely manner, ensuring understanding and consistency of contact handling by all representatives.
Provide on-going training and coaching to team regarding areas of opportunity; develop leads and representatives to their fullest potential to enhance career growth; recognizing and rewarding representatives for accomplishments.
Perform contact monitoring to ensure adherence, contact integrity, and proper contact channel etiquette is being met.
Provide in the moment coaching and guidance to representatives as needed to ensure contacts are handled with professionalism, empathy and accuracy.
Coordinate and evaluate with lead trainers the training process of new employees.
Ensure all training materials are in compliance and materials are accurately documented and maintained.
Use discretion and independent judgment to resolve complex and escalated supervisor queue inquires while maintaining a balance between Company policy and customer benefit.
Serve as go-to person for leads and CSRs inquiries and questions.
Serve as a referral resource for customer service contacts including problem resolution.
Complete the performance review process by providing feedback and input on individual team members with assistance from the Manager.
Assist in the development and implementation of quality improvement programs in order to increase customer satisfaction, drive productivity and improve service levels.
Assist with customer contacts during extreme peak periods.
Collaborate with Training and HR team to keep reference materials accurate and up-today.
Evaluate and follow-up with the training of new employees.
Interview potential candidates for vacant agent and lead positions.
Perform other work-related tasks as requested or required.