CUSTOMER SERVICE SUPERVISOR

Customer Service Supervisor

Job type: Full-time

Location: Lewisville, TX

Sunlight Group is a world-leading technology company providing innovative industrial and off-road energy storage solutions with over 30 years of experience in more than 115 countries. We specialize in the development and production of lead-acid and lithium-ion batteries for industrial mobility, leisure mobility, and ESS applications. The Sunlight and Triathlon businesses in the Americas are on a journey to achieve $1bn in revenues in the coming years across the Industrial Mobility and Energy Storage System sectors.

Job Summary:

The Customer Service Supervisor plays a key role in overseeing daily operations within the customer service team. This position provides direct supervision to Customer Service Representatives, ensuring they meet performance expectations, deliver excellent service, and follow company policies and procedures. The Customer Service Supervisor serves as a link between Customer Service Representatives and the Customer Service Manager, supporting the team in addressing customer inquiries, resolving issues, and improving service efficiency.

Essential Duties and Responsibilities:

• Supervise and support Customer Service Representatives in their daily tasks, ensuring high standards of customer service.
• Assist in training new Customer Service Representatives on company policies, procedures, and best practices.
• Provide ongoing coaching and feedback to team members to improve performance and enhance professional growth.
• Address escalated customer concerns and work towards timely and effective resolution.
• Monitor and track customer service performance metrics, ensuring that the team meets quality and productivity goals.
• Assist in order processing, tracking shipments, and ensuring customer orders are fulfilled accurately and on time.
• Collaborate with cross-functional teams to improve workflows and enhance the overall customer experience.
• Maintain organized records of customer interactions and service activities.
• Identify areas for improvement in customer service procedures and recommend solutions to the Customer Service Manager.
• Support management with reporting and performance analysis as needed.
• Other responsibilities as assigned by the Customer Service Manager.

Qualifications:
 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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/Experience:

• Associate’s degree or equivalent work experience in a related field is preferred.
• Prior experience in a customer service role, with at least 1-2 years in a leadership or supervisory capacity.

Key Competencies:

• Leadership: Ability to motivate, guide, and support team members in achieving performance goals.
• Communication: Strong verbal and written communication skills; ability to clearly convey information to team members and customers.
• Customer Focus: Demonstrates commitment to providing high-quality customer service and resolving issues efficiently.
• Problem-Solving: Ability to identify challenges and implement solutions in a fast-paced environment.
• Organization & Time Management: Manages multiple tasks effectively, prioritizing workload to meet deadlines.
• Collaboration: Works well with cross-functional teams to ensure a seamless customer experience.

• Language Ability: Ability to read, analyze, and interpret written sentences and paragraphs in work-related documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Requires contact with others (face-to-face, by telephone, and electronic communication).

• Reasoning Ability:
  Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Computer Skills:
  Proficiency in Microsoft Office Suite (Excel, Word, Outlook). SAP experience is a plus.

What we offer you back:

• Competitive PTO Policy
• 401k match on employee’s contribution up to 6% (100% on the first 4% and 50% on 5-6%)
• Competitive benefit plans
• HSA contributions for employees and families. 
• Dependent Care FSA with employer contributions. 
• Progressive Paternity and Maternity leave.