Winston Brands is looking for a highly motivated Customer Care Supervisor! In this role you will be responsible for assigning work and ensuring departmental goals are met. You will be working with our customers to ensure they have a positive experience with our organization. You will be the lead in any projects your team would be involved in, and get to share with the other stakeholders your experience and feedback on areas our processes can improve on.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensures that each customer has a positive experience by handling escalated customer calls/correspondence in a professional and efficient manner.
• Supervises the chargeback process and backend collection of funds from customers in order to release held orders in a timely manner.
• Works closely with order operations team to ensure mail is processed timely and manages shared resources to accomplish overall company goal.
• Supervises back-end customer processes for order resolution for suspended orders and returns processing
• Monitors schedules to ensure optimal customer service; monitors adherence to break and lunch schedules.
• Develops associates and team leads through mentoring, individual and team meetings, and call coaching to promote growth and stability.
• Identifies and communicates development and training opportunities to associates and management.
• Contributes to achieving established Customer Care team goals.

SUPERVISOR RESPONSIBILITIES

• Takes action to learn, teach and support company policies, practices, and processes.
• Fosters a team environment where associates feel they are valued and important members of the organization.
• Assists in the hiring and recruitment process by selecting the best qualified candidates using best practices.
• Provides guidance on goals and objectives through clear, effective, timely, and constructive feedback to team members.
• Responsible to ensure adequate staff scheduling for periods of PTO, holidays, etc.
• Monitors associate performance and conducts performance reviews and disciplinary actions.
• Practices open door policy. Identifies, addresses, and resolves conflict immediately while maintaining a positive work environment.
• Adheres to Company policies and leads by example; maintains confidentiality of sensitive information.

SCOPE

• Works under general supervision. Position requires the exercise of independent judgment.
• Maintains confidentiality of sensitive information.
• Direct contact with customers. This position has a significant impact on the satisfaction of our customers and Winston Brands, Inc.’s reputation in a highly competitive marketplace.
• Directly supervise team of 5 associates ensuring that contact center performance expectations are met. During busy season could supervise up to 8 associates. 
• Regular interaction with Management and the HR department. Interaction with other departments as needed.
• Flexibility to work additional hours as needed.

COMPETENCIES & SKILLS

• Strong understanding of the job functions and possess the knowledge and skills required to perform the required job functions. Proficient in Charge-backs, knowledgeable in credit/debit card processes, researching credit/debit card issues. 
• Dependable, responsible and willing to accept accountability.
• Strong continuous learning for self and others; keeps abreast of changes in current field and new technology.
• Strong communication (verbal and written) and interpersonal skills; ability to interact with a diverse audience.
• Ability to build and lead effective teams; ensures cooperation between the team and others.
• Strong customer service orientation (internal and external customers).
• Ability to adapt to a continuously changing working environment.
• Results oriented with good planning, organizational and time management skills. Handles multiple tasks in a fast-paced deadline driven environment. Delivers on commitments.
• Strong analytical and decision making skills.
• Ability to hire, train and develop resources to maximize efficiency and effectiveness; recognizes and effectively leverages associates skills and abilities.
• Ability to develop and implement more efficient ways of working.

• Strong computer skills including word processing, spreadsheet, database programs, and report writing.

EDUCATION & EXPERIENCE

• High School Diploma or equivalent required; Degree in Business, Management or related field is preferred or equivalent experience.
• 2 years supervisory experience; preferably in a call center environment.
• Experience with Payment Tech a plus
• Experience with Salesforce a preferred
• Experience with Profituity a plus
• Previous catalog industry experience preferred.
• Previous sales experience preferred.
• Standard office environment. Stress may occur with tight deadlines and long hours. 
• Standard physical activity such as standing, walking, and basic motor skills to access computer files for information, data entry or document creation. Sitting for extended periods.