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Customer Service Supervisor

Cuyahoga Falls, OH

Company Description

Associated Materials is the parent company for leading
building product brands such as Alside, Gentek, Revere, Alpine and
Preservation.  With a legacy of over 65 years in business, we create,
develop, manufacture, extrude and distribute beautiful siding, windows and more
throughout our network of North American company-owned distributors.  If
you’re searching for a rewarding career, consider AMI.

Job Description

The Customer Service Supervisor is responsible for providing leadership and guidance to Team Members and for performing all tasks relative to customer information, processing orders and following up to ensure customer satisfaction.

  • Monitor incoming volume and resolution time to insure daily, weekly, monthly, and annual goals are met by the team members
  • Manage customer escalations by providing resolution and documentation of issues and report any trends or risks to management
  • Monitor department and team call volume for quality and appropriateness of service levels to insure they fall within acceptable levels of service – make changes/suggestions for improvement if necessary
  • Assist in training and developing employees. Ensure adequate staff education and evaluation is provided
  • Assist in recruiting and retaining qualified employees to maintain appropriate staffing levels
  • Assist in planning, developing, administering and evaluating area(s) of responsibility
  • Conduct face-to-face meetings with team members on applicable schedule
  • Work with trainer to identify training needs within your team
  • As needed perform customer service duties including but not limited to:
    • Answering incoming phone calls from customers and other sources
    • Processing customer orders
    • Responding  to customer questions and problems via phone and email

 

Qualifications

  • Excellent customer relations skills, communications skills and successful team leadership experience
  • 3-5 years experience in a call center environment with 3+ years of supervisory experience
  • Detail oriented with demonstrated follow through skills
  • Experience with CRM (Salesforce), Excel, Windows, and Outlook
  • Availability for shift flexibility if coverage is needed on an early/later shift or Saturday shift
  • High School Diploma required; College degree, or considerable coursework preferred

 

Additional Information

All your information will be kept confidential according to EEO guidelines.