Supervisor - Omni Operations

Job Title: Supervisor, Omni Operations

Division: Omni Operations

Supervisor Title: Director, Omni Operations

Location: St Petersburg, FL (NOC)

FLSA: Exempt

Schedule: Mon-Fri (09:00am - 5:30pm EST)

Job Summary

Passionate about the beauty industry and driven to empower salon professionals? Do you possess a natural talent for building relationships and providing top-tier customer service? If so, SalonCentric invites you to become our next Supervisor, Omni Operations!

In this pivotal role, you will serve as a trusted advisor and solutions provider for our valued salon professional clientele. You will masterfully manage inbound and outbound inquiries, offering expert product knowledge and ensuring a seamless and positive customer experience through each stage of the order lifecycle.

Job Responsibilities:

• Leadership and Team Development:
  • Lead, coach, and mentor a team of Specialists, fostering a positive and collaborative work environment.
  • Conduct regular performance reviews, providing constructive feedback and identifying development opportunities.
  • Delegate tasks effectively, ensuring balanced workload distribution and maximizing team efficiency.
  • Facilitate team meetings to discuss performance, address challenges, and share best practices.
  • Drive team engagement and motivation to achieve individual and collective goals.

• 
  Delivering Client-Centric Solutions:
  • Cultivate rapport and provide exceptional service during inbound and outbound client interactions, consistently exceeding expectations.
  • Confidently address product and service inquiries, showcasing in-depth knowledge of SalonCentric’s extensive product portfolio.
  • Skillfully resolve client challenges, demonstrating strong problem-solving skills and a commitment to client satisfaction.
  • Proactively identify and anticipate client needs, recommending personalized product solutions and driving revenue growth through strategic upselling.
• Streamlining Order Management:
  • Efficiently receive and process telephone orders, ensuring accuracy and timeliness in data entry.
  • Meticulously document all client interactions and product recommendations, maintaining detailed records for seamless communication and strategic follow-up.
  • Proactively communicate order status and potential delays, keeping clients informed and empowered throughout the order fulfillment process.
  • Training and upskilling guests on order management through the SalonCentric App and website.
• Leveraging Salesforce & PowerBI Data Insights:
  • Maintain accurate and updated client information within Salesforce, ensuring data integrity and optimal system utilization.
  • Update account details, track order history, and document all client touchpoints for comprehensive account management and effective communication.
  • Generate reports and leverage sales data analytics to identify trends, opportunities for growth, and client-specific insights.
  • Manage and assist in sales-related processes and tools, including structural discounts (new/renewal), Omni/NPS case management, Salesforce user administration, YEXT review monitoring, and Salesforce reporting.
  • Maintain data accuracy across platforms, focusing on Preferred School discounts, RFD process and ensuring up-to-date Knowledge/MyLookup records for all departments.
• Championing Field Sales Support:
  • Provide essential support to field-based sales representatives, acting as a knowledgeable liaison for open territories and accounts.
  • Collaborate effectively with the field sales team to ensure a cohesive client experience, consistent account management, and strategic alignment.

Qualifications:

• High School diploma or equivalent required.
• Proven experience in a customer service, sales, or account management role, preferably within the beauty industry or a distribution environment.
• Exceptional communication, interpersonal, and active listening skills, with a demonstrated ability to build rapport and trust quickly.
• Expertise in the Microsoft Office Suite is essential, coupled with significant experience using CRM systems. Strong preference will be given to candidates with practical experience in Salesforce, PowerBI, and Excel demonstrating advanced data management capabilities.
• Strong organizational and time management skills, effectively multitasking and prioritizing in a fast-paced environment.
• A positive and enthusiastic attitude coupled with a genuine passion for the beauty industry and empowering salon professionals.
• Demonstrated ability to lead, coach, and mentor a team, fostering a collaborative and high-performing work environment.

Benefits:

SalonCentric offers a comprehensive benefits package including medical, dental, vision, 401k, and PTO. We also offer exciting opportunities for professional growth and career advancement.

Join our Team!

If you are a highly motivated individual who thrives in a collaborative environment and possesses a passion for exceeding client expectations, we encourage you to apply! Submit your resume today and become a valued member of the SalonCentric success story!