Customer Service Supervisor

Suburban Automotive Services•Troy, MI

2d•Onsite

About The Position

As a Customer Service Supervisor, you will lead the customer service team that helps assist our Dealer, Sales Team, and OEM department with order taking and issue resolution. Customer Service Supervisor Responsibilities Include: Answer phone calls to help assist the team when needed. Process invoices and repair orders. Field emails from dealers/TSM/RSM daily. Monitor and assist with SharePoint issue tracker. Conduct 1x1 with the team to discuss successes and opportunities monthly. Place team members on action plans if needed. Prepping team members for internal advanced roles as needed. Conduct yearly merit increases upon review. Communicate with Dealers when the team is unable to assist. Send out reports to Ford regarding daily sales. Join weekly and monthly meetings with Sales Teams and Operations. Help manage quarterly promotions with Sales Team. Update inventory records daily on company website and on OEC. Delegate tasks to Senior CSRs. Interview and train new team members when needed. Leadership Responsibilities Include: Adhere to Suburban Automotive Service’s DRIVEN values and align business practices to support the SAS mission and vision. Manage department revenue and costs within assigned budget; provide thoughtful recommendations and best practice solutions. Identify any gaps in processes and update procedures as required by system and/or process improvements. Execute the interview/hiring process of all direct reports and support the process of indirect reports. Complete goal setting, development plans, and annual reviews for reporting staff on a timely basis. Coach and train team members to understand duties, responsibilities, and performance with established expectations. Ensure adherence to operating procedures, legal and compliance regulations, and IT Policies to minimize risk. Promote a team member-driven culture including a focus on safety. Create and maintain open communication with team members, peers, management, and other departments. Customer Service Supervisor Qualifications and Skills: Must have exceptional oral and written communication skills. Must be customer service oriented. Must have exceptional time management and multi-tasking skills. Must be a self-starter. Must be a reliable team player. 5 years of customer service experience. Knowledge of Microsoft Office and Outlook applications. This role will also require an in-office presence at SAHQ. Customer Service Supervisor Working Conditions and Physical Demands Include: 85% of the time, this job is completed while sitting. 15% of the time, this job is completed while walking, standing, and light lifting.

Requirements

Must have exceptional oral and written communication skills.
Must be customer service oriented.
Must have exceptional time management and multi-tasking skills.
Must be a self-starter.
Must be a reliable team player.
5 years of customer service experience.
Knowledge of Microsoft Office and Outlook applications.
This role will also require an in-office presence at SAHQ.

Responsibilities

Answer phone calls to help assist the team when needed.
Process invoices and repair orders.
Field emails from dealers/TSM/RSM daily.
Monitor and assist with SharePoint issue tracker.
Conduct 1x1 with the team to discuss successes and opportunities monthly.
Place team members on action plans if needed.
Prepping team members for internal advanced roles as needed.
Conduct yearly merit increases upon review.
Communicate with Dealers when the team is unable to assist.
Send out reports to Ford regarding daily sales.
Join weekly and monthly meetings with Sales Teams and Operations.
Help manage quarterly promotions with Sales Team.
Update inventory records daily on company website and on OEC.
Delegate tasks to Senior CSRs.
Interview and train new team members when needed.
Adhere to Suburban Automotive Service’s DRIVEN values and align business practices to support the SAS mission and vision.
Manage department revenue and costs within assigned budget; provide thoughtful recommendations and best practice solutions.
Identify any gaps in processes and update procedures as required by system and/or process improvements.
Execute the interview/hiring process of all direct reports and support the process of indirect reports.
Complete goal setting, development plans, and annual reviews for reporting staff on a timely basis.
Coach and train team members to understand duties, responsibilities, and performance with established expectations.
Ensure adherence to operating procedures, legal and compliance regulations, and IT Policies to minimize risk.
Promote a team member-driven culture including a focus on safety.
Create and maintain open communication with team members, peers, management, and other departments.