Job Title: Customer Service Supervisor

Are you an experienced call center supervisor who can successfully coach your team to provide superior customer service?

If so, Cablecraft ISS may have just the position for you. We have an immediate need for a Customer Service Supervisor in our Portland facility. Our company has recently joined the Cablecraft Motion Controls family and is excited to play our part in Safely Connecting a World in Motion. Cablecraft is a global leader in the design and manufacture of high-performance, mission-critical motion control products with a strong reputation for quality and innovation. With a rich history of delivering these cost-efficient products, customers have relied on our superior engineering, guaranteed product quality, complete reliability, and excellent customer service for their unique applications for 75 years.

As Supervisor, you will be responsible for leading and working alongside the Customer Service Team, to ensure the achievement of the highest level of customer service while meeting company goals. You may also directly manage key customers, acting as a liaison between them and the company, in order to meet their specific needs to the best of our ability.

Essential Functions

· Continually monitor and improve the customer service experience, creating engaged customers, facilitating organic growth and customer retention, utilizing CRM tools and efficient order management.

· Plan, prioritize and delegate work tasks to ensure proper functioning of the department and to maximize customer interaction, creating and implementing strategies to improve the quality of service, productivity, and profitability.

· Recruit, mentor, and develop Customer Service Representatives and nurture an environment where they can excel through encouragement and empowerment.

· Lead from the front in providing support, direction, and full back up to the Customer Service Team, as well as resolving complex and escalated customer service issues.

· Track measurements of productivity and customer service levels against clearly defined goals, and coach individual team members on ways to achieve these goals.

Qualifications and Skills?

• 2 years of experience as a Customer Service Supervisor, preferably in a call center environment.

• Excellent communication and interpersonal skills, with the ability to remain calm and respectful under pressure.

• Strong leadership and coaching skills, with previous experience evaluating and training customer service employees.

• Outstanding negotiation, problem solving and organizational abilities.

• Tech savvy with previous experience using cloud-based contact center telephone and CRM software, as well as MS Office programs. Previous experience with managing ecommerce orders is a plus.

• AA / AS in Business, Communications or equivalent combination of training and experience.

Job Details:

· Type: Full-time

· Pay: Starting annual salary = $52,000 - $57,000

· Benefits

o 401(k) with company match

o Medical / Dental / Vision Insurance

o Company paid Life Insurance

o Vacation / Paid Time Off

o Employee assistance program

· Physical Setting: Office

· Schedule: Day shift – Monday to Friday

· Work Location: In Person - Required

Cablecraft ISS is an equal opportunity employer

Job Type: Full-time

Pay: $52,000.00 - $57,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person