What are the responsibilities and job description for the Supervisor, Frame Repair position at Maui Jim Sunglasses?
At Maui Jim, you can expect, a unique culture, a well-known brand, and the opportunity to grow with a company that has a great reputation. We offer an inclusive, collaborative and “high touch” work environment that values the members of our ‘Ohana. We work hard to develop our leaders who in turn develop their team members to reach their full potential, and we are committed to building a team that focuses on solid customer service.
If you would like to be part of an amazing adventure that is Maui Jim, check our current job openings and browse the site to learn more about our culture, benefits , and our Maui Jim 'Ohana! Aloha~
The major function of this position is:
Contribute to the overall customer satisfaction, employee retention, and business objectives by ensuring performance standards are met and enhanced. Increase employee performance through coaching and development from leadership. Improve employee and department morale through effective communication and management. In order of importance, the principle responsibilities and duties of this position are:
Shift Hours: Monday through Friday 11:30 AM to 8:00 PM.
Annual Salary: $56,000
Shift Hours: Monday through Friday 11:30 AM to 8:00 PM.
Annual Salary: $56,000
ESSENTIAL RESPONSIBILITIES:
- Provide day-to-day leadership, coaching, and development to direct reports.
- Continually seek improvement in every aspect of the position and departmental functions. Identify and solve problems, recommend and implement process improvements. Areas for improvement should be targeted at increasing customer satisfaction, employee satisfaction, and/or Maui Jim efficiency
- Provide guidance and support to team leads to ensure employees are equipped with necessary knowledge and skills to meet departmental standards.
- Maintain up-to-date knowledge of products, services, policies, and procedures. Facilitate communication of new information to leads and employees in a timely manner, ensuring understanding and consistency of performance by all employees.
- Provide on-going training and coaching to employees regarding areas of opportunity. Develop leads and employees to their fullest potential to enhance career growth, recognizing and rewarding employees for their accomplishments.
- Track and monitor daily production for employees. Analyze and prepare reports to monitor productivity. Provide appropriate feedback to Customer Care management, team leads, and employees.
- Develop, implement, and maintain a thorough and organized process for performing sunglass repairs. Periodically review processes to ensure accurate, efficient, and timely processing.
- Implement and manage a quality control spot check program with department team leads on completed work, including interaction monitoring to ensure adherence, interaction integrity, and proper interaction etiquette is being met. Provide constructive feedback and training to department team leads, as needed.
- Coordinate and evaluate the training process of new employees. Ensure all training materials are in compliance and materials are accurately documented and maintained. Manage the training of employees on department standards, processes, and procedures.
- Use discretion and independent judgment to resolve complex and escalated supervisor queue inquires while maintaining a balance between Company policy and customer benefit.
- Serve as go-to person for leads and repair tech inquiries and questions. Serve as referral resource for customer service repair calls including problem resolution.
- Compose and deliver employee performance reviews.
OTHER RESPONSIBILITIES
- Interview potential candidates for vacant agent and lead positions.
- Collaborate with Training and HR team to keep reference materials accurate and up-to-date.
- Perform other work-related tasks as requested or required.
Desired Qualifications:
As a guide, indicated below is the preferred education and experience for this position:
- 3-5 years hands-on Frame Repair experience.
- 3 years minimum supervisory experience.
- High school graduate, 2 years college.
In lieu of education, the following equivalent experience is preferred:
- Extensive training in Frame Repairs
- Five years minimum supervisory experience.
Listed below are the particular skills preferred for this position:
- Excellent customer-service orientation
- Strong interpersonal and listening skills
- Ability to correspond ideas in both user-friendly and technical language
- Ability to develop and motivate team
- Great confidence and an excellent business sense
- Excellent verbal and written communication skills
- Computer experience including Microsoft
Work Shift:
2nd Shift (United States of America)
Special Language Requirement (If Applicable):
Salary is only one component of total compensation at Maui Jim! You will also gain an amazing benefits package. Rounding out our benefits and compensation is our Aloha culture work environment.
Benefits Included:
- Low Insurance Premiums on Medical, Dental, and Vision
- Flexible Spending Accounts
- Health Savings Accounts (with Company Match)
- Short Term and Long-Term Disability
- Voluntary Critical Illness, and Accident Coverages
- Tuition Reimbursement
- Paid Paternity and Maternity Leave
- Paid Time Off
- Paid Holidays
- Company Paid Life AD&D Insurance
- Voluntary Life & AD&D Insurance
- 401K Match
- Paid Bereavement
- Employee Assistance Program
- Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. All plans subject to eligibility requirements.
Salary : $56,000
