Supervisor, Customer Service

MasterBrand, Inc. is a leading company in the Consumer Goods industry, seeking a Supervisor for their Customer Service team. The role involves managing a team to support key customers, ensuring high performance, and developing team members' skills while collaborating with cross-functional teams.

Responsibilities:

• Collaborate with cross functional teams to achieve at least a 90% clean order rate and performance that meets the stated lead time for Warranty Parts
• Provide direct supervision for team members; develop each associate’s skills according to goals and knowledge level
• Hire and train new employees on new products, product changes, procedural changes, skills and techniques
• Conduct employee performance reviews, provide regular and timely assessment and coaching, and implement corrective action when necessary
• Develop action-planning strategies outlining upcoming steps for improvements
• Monitor workload management and team metric goals, effectively report findings and manage team performance
• Assist Customer Service in resolution of situations regarding customer’s orders or deliveries, answer product questions, and manage plant/manufacturing issues
• Secure new account information from the Sales Leaders, analyze the information, develop customer specific procedures and ensure the team executes according to customer requirements
• Maintain and update internal documentation
• Advance team relationships with all MBCI functions
• Work with IT to resolve and improve recognized system faults and needed enhancements
• Recognize and implement process improvements to enhance Customer Services operations
• On a daily basis, analyze, interpret and respond to report data relative to business needs and make timely operational decisions
• Oversee root cause analysis and appropriate interventions or corrective action to prevent recurring customer concerns
• Assume responsibilities to oversee special projects as assigned
• Self-development/continuous education – Work with Manager to develop a training plan to advance interpersonal/management skills
• Act as backup to Manager – Customer Services as directed

Requirements:

• 3 years MBCI customer service experience or related customer service experience
• Excellent supervisory skills
• Effective mentoring and coaching skills
• Superior phone skills
• Computer skills, Word, Excel, PowerPoint
• Proven experience in leadership role with performance management skills
• Demonstrated ability to communicate effectively
• Self-motivated, team oriented
• Solid organizational skills, ability to manage multiple tasks at once
• Demonstrate problem solving and decision-making proficiency
• Extensive product and cabinet construction knowledge
• Strong service mentality, dedicated to satisfying the customer
• Requires energy, enthusiasm and a customer first attitude to internal and external customers
• Ability to train customer service skills and techniques
• A team player with the ability to work collaboratively with our customers and employees
• Demonstrated effectiveness in meeting deadlines and maintaining confidentiality
• Ability to anticipate and plan strategically for future business needs and improvement while maintaining ongoing daily operations
• Demonstrated professionalism