Location: Mechanicsburg,PA, USA
**Customer Service Supervisor**
Open Due to a Promotion! Job Title Customer Service Supervisor Job # US16063 Requisition Type Regular Function Marketing State/Province Pennsylvania City Wyomissing Region US Posting Start Date Dec-15-2021 **Division Information**
The Hardware and Home Improvement (HHI) business of Spectrum Brands is a major manufacturer and supplier of residential locksets, residential builders' hardware, faucets, and commercial locksets and doors, with a portfolio of renowned brands, including Kwikset, Weiser, Baldwin, National Hardware,Stanley, FANAL, Pfister, EZSET, and Tell. HHI is a leader in its key markets with #1 positions in U.S. residential locksets (Kwikset), Canada residential locksets (Weiser), U.S. luxury locksets (Baldwin), and U.S. builders' hardware (Stanley-National Hardware), #2 in Mexico residential hardware (Fanal), #3 in U.S. retail plumbing (Pfister), and #1 in U.S. retail commercial locksets. Headquartered in Orange County, California, HHI has a global sales force and operates manufacturing and distribution facilities in the U.S., Canada, Mexico and Asia.
**Job Summary**
Supervises a staff of customer service representatives and ensures department performance metrics are achieved to assure customers receive world-class service and satisfaction. Be able to troubleshoot all Baldwin product lines by carefully listening and evaluating information to find the best solution in the quickest manner. Responsible for ensuring individual agents are performing against targets, reviewing their performance and coaching/providing feedback to each CSR as necessary. Model the Spectrum Brands eight Core Capabilities to achieve service excellence, meet and exceed organizational objectives and support fiscal responsibility.
**Primary Duties & Responsibilities**
**(50%) Team Performance**
* Provides World Class service to all customers, both external and internal by responding to all inquiries with a sense of urgency; understanding and working to resolve customers needs, concerns, and complaints by working closely with Demand Planning, Supply Chain, Fields Sales, Distribution, Channel and Product Marketing, Accounts Receivables, and all other departments required to resolve customers concerns and issues.
* Responsible for distribution of all incoming emails from the Baldwin Customer Service mailbox & manages daily order entry tracker.
* Ensures that the Customer Service queue is staffed properly daily.
* Manages resources to ensure that department goals are achieved.
* Fielding questions from CSRs via phone, Teams and/or email.
* Tracking of all order entry errors, shortages, and replacement orders fielded by CSRs.
* Attending Nogales/CFC weekly meetings and communicating production/transportation issues to CSRs.
**(30%) Coaching/Training**
* Responsible for training, coaching, and developing team members in all areas of performance including, but not limited to department service metrics and individual behaviors related to the customer experience. Monitor performance of CSRs, proving feedback and ongoing training where needed to assure all team members are delivering world class service.
* Provides feedback to Customer Relations Manager regarding employee attendance, performance, conduct, and delivers appropriate corrective action as needed.
* Executes performance evaluations.
* Conducts weekly 1 on 1 sessions with CSRs.
* Conducts monthly team meetings to review any issues, training opportunities or topics that need to be addressed.
* Interview potential candidates for both consumer and customer service.
**(20%) Escalations/Prioritization Issues**
* Handles escalated customer calls and/or emails from team members and/or customers.
* Support field sales by managing product priority requests and effective communication.
* Creative thinker in sourcing products for customer orders.
**Education and Experience Profile**
* High School diploma or equivalent. Some college/Associates degree preferred or at least three (3) years of equivalent experience in a Customer Service position.
* Ability to work closely with team members, providing equal and fair treatment to everyone.
**Required Skills**
* Provides leadership, proactive problem resolution, and drive for improvement, while balancing customer expectations and company interests.
* Excellent verbal and written communication skills with demonstrated ability to coach others for enhanced performance. Good interpersonal skills a must.
* Excellent communicator and coach to CSRs as well as internal and external customers.
* Excellent problem-solver; ability to deal with customers (internal and external) in difficult situations. Generates suggestions to improve customer experience.
* Excellent mechanical aptitude, in-depth understanding technical product issues and resolution methods.
* Proficient with order management system with products and team management.
* Act as a coach/mentor to other CSRs as needed.
* Provides leadership and guidance to the CSR team as needed.
* Engage in and provide subject matter expertise with new product introductions.
* Ability to perform appropriately under stress and with displeased customers. Manage escalation calls and provide coaching to agent. Determine escalation call trends and develop improvement suggestions.
* Ability to analyze and provide training/coaching/reinforcement where needed on agents or departmental performance.
* Manage performance issues for CSRs.
* Flexibility to work overtime and weekend hours.
* Strong attendance and punctuality are required. Manage attendance of other CSRs as needed.
* Provide product/process training.
* Technical customer service experience preferred.
**Work Environment**
*Working conditions are normal for a hybrid environment.*
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.
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