What are the responsibilities and job description for the Customer Service Supervisor position at Heritage Cooperative?
Heritage Cooperative is always looking for friendly, outgoing, customer-service driven employees. Our people are our greatest asset, and we are constantly thinking outside of the box for new ways to make working at Heritage Cooperative attractive to our current and prospective employees. If you see yourself as a future Customer Service Supervisor with Heritage Cooperative, apply TODAY at www.heritagecooperative.com/Careers!
QUALIFICATIONS
REQUIRED QUALIFICATIONS
High school diploma or GED required.
Minimum of three (2) years of supervisory or leadership experience in customer service, call center operations, or related customer facing role.
Prior supervisory or team leadership experience.
Strong communication, interpersonal, and customer service skills.
Ability to manage multiple priorities in fast paced environment.
Proficient in computer systems, order entry, and customer account management.
Commitment to customer satisfaction, operational efficiency, and company policies and procedures.
PREFERRED QUALIFICATIONS
Three to five (3–5) years of supervisory or leadership experience in customer service, call center operations, or related customer facing role.
Associate’s degree or additional coursework in business administration, management, or related field.
Experience in call center management, phone queue monitoring, and service level management.
Familiarity with dispatching, delivery scheduling, and logistics coordination.
Experience with ERP, CRM, billing and customer management software.
Knowledge of propane, fuel, lubricants, and additive products and services.
Demonstrate the ability to identify process improvement and enhance customer service operations.
Experience with performance management, employee training, coaching, and development.
ESSENTIAL JOB FUNCTIONS
- Serve as a positive representation of Heritage Cooperative’s Core Values
- Provide Superior Customer Service
- Highest Standards of Integrity and Trust
- Continuous Improvement
- Being a Good Partner
- Abide by all safety regulations to ensure safety of oneself, coworkers and customers
develop new business opportunities through prospecting, networking, and referrals
- Oversee daily customer service operations to ensure efficient workflows, timely order processing, and a high level of customer satisfaction.
- Supervise, lead, coach, mentor, and develop customer service representatives to achieve individual and departmental performance goals.
- Ensure incoming customer calls and walk-in traffic are handled promptly, professionally, and efficiently, maintaining consistent service levels and minimizing missed calls.
- Manage and coordinate customer orders for propane, fuel, lubricants, and other products and services, ensuring accuracy and timely processing.
- Coordinate order dispatching and delivery scheduling with Dispatch, Operations, Logistics, and other internal departments to ensure timely and accurate service.
- Monitor call volume, response times, missed calls, call queues, and other key performance indicators (KPIs) to identify trends, evaluate performance, and implement improvements.
- Ensure adequate phone coverage during peak call periods, staffing shortages, and periods of increased customer demand.
- Provide direct customer service support, including answering incoming calls, assisting walk-in customers, and dispatching orders as needed during high-volume periods or unexpected staff absences.
- Handle escalated customer complaints, service concerns, and complex issues, ensuring timely resolution and maintaining positive customer relationships.
- Coordinate employee onboarding, training, and ongoing development to ensure team members are knowledgeable, proficient, and equipped to perform their responsibilities effectively.
- Monitor employee performance, address performance concerns, provide constructive feedback, and promote accountability, engagement, and professional growth.
- Maintain accurate call logs, customer records, data entry, and operational reporting to support departmental performance and business objectives.
- Communicate regularly with Sales, Operations, Dispatch, Billing, Logistics, and other departments to ensure alignment, resolve issues, and maintain effective cross-functional processes.
- Participate in CRM system training and support the effective utilization of customer relationship management tools to improve customer service and operational efficiency.
- Review, develop, update, and implement customer service procedures and processes to improve consistency, productivity, service quality, and the overall customer experience.
- Promote a positive, customer-focused work environment that emphasizes teamwork, professionalism, service excellence, and continuous improvement.
- Provide occasional weekend monitoring of dispatch operations and customer voicemails to help ensure continuity of service and timely follow-up.
PHYSICAL DEMANDS
- Sitting for extended periods of time.
WHY HERITAGE?
Medical, Dental, and Vision Insurance
Company Paid Life and AD&D Insurance
Company Paid Short-Term and Long-Term Disability
Paid Holidays, Sick, and Vacation Time
401k with Company Match after 6 months
Farm Bureau Membership
Profit Sharing
Questions? Contact recruiter@heritagecooperative.com
DISCLAIMER
The job description is not intended to cover or describe all tasks, duties and responsibilities the employee may be required to be asked to perform. Heritage Cooperative retains the right to change or add new tasks, duties and responsibilities at any time, with or without notice to the employee.
WORK AUTHORIZATION
Evidence of work authorization upon employment is required in compliance with the Immigration Reform and Control Act of 1986. Completion of USCIS form I-9 will be required in order to verify employment eligibility within 3 business days of the first day of employment.
AAP/EEO STATEMENT
Heritage Cooperative provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Heritage Cooperative complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Heritage Cooperative expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Heritage Cooperative’s employees to perform their job duties may result in discipline up to and including termination. #INDSP