What are the responsibilities and job description for the Customer Service Supervisor position at Wincore Windows & Doors?
Job purpose
Assist the Customer Service Manager with the day-to-day management of the Inside Sales team and provide leadership for the department on days when the Customer Service Manager is traveling or otherwise not in the office. Continue to serve as an Customer Service Rep in terms of order entry and customer call responsibilities.
Duties and responsibilities
- Supervise day to day operations of the Inside Sales Department.
- Serve and function as the department lead in the absence of the department manager.
- Monitor cutoff daily and notify the appropriate departments when finished.
- Monitor and adjust daily workflow to allow manageable work hours for the department.
- Direct point of contact for all manufacturing facilities concerning Inside Sales related issues.
- Compile and distribute Daily/Weekly Reports.
- Assist in approving/denying time off requests to ensure proper coverage in the department.
- Take phone calls and emails on escalated issues from customer, homeowners, sales and internal customers. Work to resolve them in a manner that is beneficial for both the company and the customer.
- Mentor and provide guidance to new and existing account reps as needed. Help them gain the knowledge and confidence to handle situations independently
- Assist in implementing new department procedures.
- Perform Inside Sales Representative duties daily.
- Train new employees on job duties and expectations.
- Promote positive change
- Other duties as assigned
Qualifications
- A minimum of 3 years in customer service positions with increasing responsibilities.
- A minimum of 3 years of supervisory experience.
- Strong verbal and written communication skills
- Strong problem-solving skills
- Proficiency with FeneVision, Gmail, Word and Excel
- Integrity and Trust – guard sensitive and confidential data
- Ability to communicate positively
- Window and Door industry product knowledge
Working conditions
- Work in a no-walls team environment.
- Wear Personal Protective Equipment (PPE) such as hearing protection, safety glasses/side shields, gloves, safety shoes when performing tasks on the production floor.
- Travel as required
Physical requirements
- Long periods of sitting in one spot
- Lift 35 lbs
- Mental fortitude