Reports To: VP of Operations 
 FLSA Status: Exempt 

SUMMARYThe Customer Service/Esitmating Supervisor is responsible for building a high-performance Estimating and customer service team to ensure customers are always satisfied. Duties include supervising and leading the customer service team and estimating team. Training staff members to provide the highest standards of customer service and ensuring that all company policies are followed. Additional tasks comprise of handling customer inquiries and resolving customer problems. The Customer Service/Esitmating Supervisor will monitor metrics and manage the entire administration process. They will collaborate with various professionals, so it’s essential that they have excellent communication skills and feel comfortable working in a team environment. They should also be able to lead and motivate the Customer Service/Esitmating team to achieve specific goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead the customer service representatives and estimating team.
• Suggest and implement improvements in the sales administration process.
• Coordinate department projects to meet deadlines
• Report on Customer Service/Esitmating metrics and suggest improvements.
• Use customer feedback to generate ideas about new features or products
• Research and discover methods to increase customer engagement
• Ensure sales and finance policies and procedures are met
• Build an open-communication environment for your teams
• Liaise with Operations, Marketing, Procurement, and Outside Sales departments to ensure brand consistency and increase sales
• Improve customer service experience
• Create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

MINIMUM JOB QUALIFICATIONS

• Experience delegating work assignments
• Proven working experience in a customer service, or inside sales role
• Experience in providing customer service support
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Excellent interpersonal and team leadership skills
• Strong analytical and organizational skills
• Numerical abilities and problem-solving attitude

PREFERRED QUALIFICATIONS

• 2 Years proven work experience in a supervisory role 
• BS degree in Sales, Business Administration or relevant field
• Hands on experience with CRM software and MS Excel
• In-depth understanding of the sales administration process
• Working knowledge of customer service software, databases and tools
• Excellent knowledge of management methods and techniques

MINIMUM PHYSICAL REQUIREMENTS

• None

WORK ENVIRONMENT

• Primarily indoor office environment with occasional travel time