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Customer Service Supervisor - Benefits fully paid by company

Brentano, Inc
Wheeling, IL Full Time
POSTED ON 1/29/2025
AVAILABLE BEFORE 3/29/2025

Summary

This position is responsible for the smooth operation of the customer service processes. This includes communicating with customers, team members, and sales representatives in a positive and constructive manner and providing leadership to the team in collaboration with the Customer Service Lead and Samples Department Lead.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

1. Handles Customer Service duties for selected territories. This includes processing orders, reserves, and quotes.

2. Reviews Claims reports and provides feedback on claims management. Periodically assists Team Lead with claims resolution as needed.

3. Communicates directly with clients and representatives to ensure all order criteria are met in a courteous and professional manner. Serves as escalated point of contact for clients and representatives. Provides prompt (24 hour) resolutions to higher priority or complex claims escalated by team members.Tracks and follows up on escalated customer dissatisfaction feedback opportunities.

4. Provides global customer service training for all Customer Service staff

5. Provides training in skills related to customer service such as writing, phone etiquette, and product knowledge

6. Delivers ongoing feedback, performance reviews, and counseling to Customer Service and Samples staff as needed

7. Enforces company disciplinary policy as needed, including termination where necessary after approval by Customer Service Manager

8. Manages employee relations and team building

9. Maintains employee discipline records

10. Assists in establishing policies to create efficiencies for department/business

11. Reviews monthly sales reports. Occasionally participates in Sales and Marketing meetings in order to maintain awareness of Sales and Marketing agenda; shares this information with Customer Service staff members. Demonstrates familiarity with target clients.

12. Troubleshoots territory conflicts related to commission

13. Demonstrates mastery of company software

14. Coordinates with warehouse personnel for special client requests and consolidated shipments, etc.

15. Demonstrates basic understanding of specification within the interior design industry and how it affects the company. Demonstrates basic understanding of technical aspects of company products and provides this data to clients and representatives.

16. Demonstrates familiarity with clients and maintains ongoing knowledge of all current large projects. Maintains communication with representatives for large or cross-territory projects.

17. Demonstrates familiarity with the majority of Brentano fabrics and best-selling patterns. Maintains a working knowledge of more unusual patterns. Demonstrates ability to discuss technical aspects of products.

18. Establishes and maintains a positive working relationship with team members

19. Follows all safety and work rules and regulations. Maintains departmental housekeeping standards.

20. Reviews orders entered by team on a monthly basis for discrepancies

21. Completes special projects and all other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily after being trained. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Requires a minimum Bachelor’s Degree in related field and five years of related customer service experience. At least two years prior leadership experience required. Experience in the interior furnishings industry a strong plus. Strong computer skills required including Microsoft Outlook. Strong writing skills required.

Language Skills

Ability to read and interpret documents such as product literature and marketing studies. Ability to prepare reports and correspondence. Ability to communicate effectively with customers, vendors, and other employees in the organization to collaborate effectively with team members. Strong telephone client communication skills.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, ability to adjust focus, and color vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually low to moderate.

Job Type: Full-time

Pay: $25.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

  • Dental insurance
  • Health insurance
  • Paid time off
  • Retirement plan

Schedule:

  • Monday to Friday

Education:

  • Bachelor's (Required)

Experience:

  • Customer service: 5 years (Required)
  • Leadership: 2 years (Required)

Work Location:

  • One location

Work Remotely:

  • No

Work Location: In person

Salary : $25 - $27

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