Customer Service Supervisor

Job description:

Empower and support team to perform responsibilities for a variety of roles.

Maintain focus on team morale and change/improvement management.

Oversee 3rd party customer care center relations, managing call escalations, providing IPLs or Manuals, and offering SOPs for process support.

Manage 3rd distributor relations to facilitate a service network with warranty approvals, IPLs, and spare parts support for repairs.

Develop and update product troubleshooting and warranty process SOPs.

Create advanced troubleshooting and repair guides for service centers, agents, and customers.

Review and revise technical documents including illustrated product listings, owner's manuals, and product bill of materials.

Report product issues to manufacturing.

Supervise spare part inventory inspections.

Manage in-house rework of products and spare parts.

Qualification:

3 years customer / technical service in supervisory role in lawn and garden tools.

Strong verbal, written, and analytical skills.

Ability to communicate with associates, customers and management.

Working knowledge of Microsoft Word, Excel, PowerPoint and Outlook.

Working knowledge of CSR software (FreshDesk a plus).

Working knowledge with operating system software (Oracle a plus).