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Supervisor, Customer Service

Company: Newell Brands
Location: High Point
Posted on: June 9, 2021

Job Description:

Customer Service Supervisor is responsible for delivering Best Service at Best Cost to Newell Brand's customers. They do this through guidance, training and mentoring their team. The Supervisor has responsibility for a particular business or businesses within Newell Brands as well as knowing their customers to ensure that their needs are being met. This role is critical to ensuring the day to day responsibilities of the department are on track and meeting the KPI's.

Tasks & Responsibilities

  • Coach and Develop Employees
  • Review Employee Statistical Reports and provide feedback on how to improve service and/ or develop efficienciesConduct monthly 1 on 1's
  • Ensure that we provide Best Service to our customers at Best Cost
  • Monitor employee calls and Audit their work to ensure that they are handling correctly and if not provide coaching
  • Handle escalated issues for customers; aide CSR's in resolving escalated type situations
  • Support Training for themselves as well as for their team members
  • Partners with others to achieve goals
  • With HR to hire, counsel, terminate, write and conduct performance appraisals
  • With Peers to ensure consistently and gain /share best practices
  • With Business to ensure that connection is made with our internal customers such as Sales, Finance, Distribution, etc.
  • With Strategic Sites to ensure that we are communicating and sharing information in regards to the business
  • Other duties as assigned (if any) -
  • Responsible for leading a team; responsible for making decisions independently
  • Communicate with internal and external entities.

  • Proven problem solving ability to analyze data and determine the cause for the errors/problems as well as come up with probable resolution. Highly competent at problem solving and diplomacy.

  • Ability to communicate to all levels of management and others within the organization. Decisions require being diplomatically persuasive/assertive; the position should have the potential to make equitable decisions.

MINIMUM REQUIREMENTS

  • High School Diploma/GED required
  • College degree preferred
  • 4-5 years customer service experience

Required

  • Computer system proficiency - MS Excel, Word, Outlook
  • Excellent communication skills, both written and verbal
  • Strong phone etiquette
  • Professional business skills
  • Detail oriented
  • Active listening and exceptional analytical skills
  • Organizational skills
  • Strong Leadership skills
  • Project Management Skills
  • Flexibility
  • Occasional travel

Preferred

  • SAP/CRM
  • Math and problem-solving is essential
  • Intermediate+ Excel knowledge
  • Bi-lingual (Spanish and/or French)

Newell Brands (NASDAQ: NWL) is a leading global consumer goods company with a strong portfolio of well-known brands, including Paper Mate, Sharpie, Dymo, EXPO, Parker, Elmers, Coleman, Marmot, Oster, Sunbeam, FoodSaver, Mr. Coffee, Graco, Baby Jogger, NUK, Calphalon, Rubbermaid, Contigo, First Alert, and Yankee Candle. For hundreds of millions of consumers, Newell Brands makes life better every day, where they live, learn, work and play. Newell Brands and its subsidiaries are Equal OpportunityEmployers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.

Keywords: Newell Brands, High Point , Supervisor, Customer Service, Other , High Point, North Carolina

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