Customer Care Supervisor

Customer Care Supervisor

Monday - Friday 8 : 00 a.m. - 5 : 00 p.m. with rotating Saturdays during events and peak times as needed.

Location : McLeansville, NC

Why Us?

There's been a place for you at our table since 1981, when Bob Page took the bold step of starting Replacements in the attic of his home. Four decades later, his tireless passion continues to drive and inspire us to help each generation discover timeless finds that bring joy. We help our customers create memorable experiences by providing the world's largest selection of vintage and current tableware, silver, estate jewelry, and recently delved into the captivating world of vintage art, bronzes, statues, lighting, unique collector items, unusual finds, plus so much more.

Replacements is proud to nurture a workplace culture of belonging and believes in influencing social change through our actions. Our employees are our most valuable asset and we believe in giving them the tools and resources to keep them healthy and happy - whether it's through our onsite wellness programs, performance recognition opportunities, or our benefits package as we strive to deliver support and engagement on a daily basis.

At Replacements, there's always a place for everyone.

Bob Page and Replacements, Ltd. proudly support a work environment that is fair, open, honest, and safe; an environment where differences in people's backgrounds, beliefs, or personal characteristics are respected; and one where opportunity and advancement are based on individual merit and performance. All employees and potential employees are evaluated without regard to race, color, gender, sexual orientation, gender identity / expression, age, religion, national origin, ancestry, marital status, disability, veteran status, or genetic information. Replacements, Ltd. is an Equal Opportunity Employer.

About the Job :

Under minimal supervision, the Customer Care Supervisor is responsible for supervising employees' workflow, production, and quality in phone, internet, and purchasing tasks. This role assists with personnel issues, ensures that employees are trained and following procedures, and assists in administrative tasks as required. The Customer Care Supervisor oversees and utilizes Customer Care performance metrics to report on work activities and trends. This role is responsible for all departmental Trend Reports and assisting the Customer Experience Manager with the annual budget process. The Customer Care Supervisor also provides leadership support for the Showroom as needed.

Responsibilities :

• Monitors and executes the daily plan (DSL) and adjusts resources as necessary.
• Completes and distributes daily schedule and checks for accuracy. Prepares weekend schedules, vacation requests, and assigned days off to ensure adequate coverage, and logs information onto Users Weekend master schedule. Notifies Manager of trends and upcoming potential service challenges as a result of staffing.
• Oversees and utilizes Customer Care performance metrics to communicate trends to the Customer Experience Manager.
• Physically meets with each staff member at least once per month to discuss performance, goals, opportunities, etc.
• Administrates and is accountable for timecard approval; monitors attendance, identifies attendance issues, and works with the Customer Experience Manager to correct them.
• Quickly resolves difficult customer situations via phone or e-mail by applying interpersonal skills and knowledge of Replacements' policies and procedures.
• Ensures that the department's employees are trained, following procedures, and meeting quality standards; performs quality checks as scheduled and reports results.
• Responsible for training users interdepartmental and intradepartmental in Ignite and Mitel for all phone and e-mail procedures, as needed.
• Assists users in a support capacity with problem resolution and functionality and provides back-up support to other departments in the Company, as needed.
• Participates in Contact Center upgrades for Ignite (or current phone / email system of record).
• Monitors the workflow of the team, shifting resources as required to maintain productivity and efficiency.
• Supervises, prepares, and participates in timely employee feedback, performance appraisals, disciplinary actions, reward programs, and documentation.
• Resolves employee issues, communicating and involving the Customer Experience Manager, Director, VP, and Human Resources as required.
• Assures safety standards and procedures are followed to create a safe work environment.
• Works directly with the Customer Experience Manager on the department budgeting process, including but not limited input to forecasting volume, loan / borrow hours, and expenses budget.
• Participates in Agile and Major I / S tasks providing input and area specific expertise; assists with testing new developments and tools.
• Completes employee HRIS workflows (promotions, title changes, shift changes, shift differentials, transfers) and terminations as required.
• Prepares and is accountable for departmental Trend Report and other departmental / company reports as assigned.
• Collaborates with peer supervisors and provides support for those areas as needed.
• Participates in the interview process to identify candidates for the department and other company vacancies, as requested.
• Maintains PayPal account by performing reconciliation balancing each morning. Services customers and support staff by creating invoices for customers and checking for payments and applying to customer orders.
• Creates international shipping quotes when requested by staff in the absence of Fulfillment Operations Leadership, mainly on nights and weekends.
• Monitors calls and e-mails for quality on a consistent basis.
• Supports Marketing by handling Amazon and eBay orders, including order resolution and monitoring Marketplaces queue daily, as assigned.

What is required?