Vehicle Outfitters, one of the leading accessory automotive distributors for General Motors is searching for a Customer Service Supervisor to join our team full time in Charlton, MA. We value customer service, teamwork and integrity.

The Customer Service Supervisor will perform a variety of duties such as: supervise/direct the Inside Sales department and investigate/manage customer complaints and/or issues that arise. You will be responsible for coaching the team through the successful resolution of customer issues and disputes, and for continuing to provide the highest level of service for our customers.

Supervisor Responsibilities:

• Oversee and assess inside sales staff activities and provide them with regular performance-related feedback.
• Strategize and monitor daily activities of inside sales/customer service operation.
• Lead decision-maker in customer-related issues. Resource for Inside Sales Team to assist with problems a customer has brought forth.
• Primary inside contact for outside sales team to discuss dealer-related orders and issues.
• Review and correct all “problem invoices”. Any invoice that was not delivered or handled under normal circumstances. DNS, damage, no signatures, etc. Verify the issue, fix the issue and notify the appropriate people involved.
• Assisting with the development and implementation of department related company policies and explaining these to staff and customers.
• Primary contact for all LPO related GM issues. (recalls, bad orders, etc.)
• Review all ADP payroll time punches for Inside Sales Associates. Approve and update any missed punches, time off and exceptions weekly. Approve Time Off Requests (sick time, vacation).
• Perform bi-weekly 1-on-1s and annual performance reviews with the Inside Sales Team.
• Assist inside sales staff with duties where required.
• Train staff in areas of inside sales/customer service and company policies and procedures.
• Maintain phone system. Set messages for holidays, extend hours for month-end.
• Performing additional duties where needed.

Qualifications:

• High School Diploma or equivalent required; college degree preferred.
• 3 years work experience in similar position; or equivalent work experience.
• Ability to meet Vehicle Outfitters pre-employment requirements; pass pre-employment drug test and criminal background check.
• Proven ability to calmly resolve complex customer service issues while professionally dealing with multiple levels of internal/external customers.
• Proficient knowledge of customer service and standard office practices and procedures.
• Proficient computer skills; Microsoft Office.
• Outstanding communication skills, both written and verbal.
• Strong people skills.
• Excellent phone etiquette.
• Outstanding organizational skills.

Job Type: Full-time

Pay: $52,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Charlton, MA 01507: Relocate before starting work (Required)

Work Location: In person