Customer Service Supervisor

Live to Play (LTP) Sports Group - West, ON (il y a 30+ jours)

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Key Responsibilities:
The Customer Service Supervisor is responsible for the Customer Service/Inside Sales and Warranty regional team. The team administers the day-to-day details related to supporting the LTP dealer base and outside Sales Reps, providing industry renowned customer service. They develop strategies to motivate and assist the inside sales team in driving sales with a focus on surpassing quarterly sales targets. This role reports to the Regional Sales Manager and works in conjunction with the Outside Sales team to achieve goals for the assigned geography.

Lead the Customer Service, Inside Sales and Warranty team, supervising the department’s day-to-day functions
Responsible for the planning and execution of customer service strategies
Establish team goals and ensure they are being achieved
Develop programs to drive sales with focus on surpassing quarterly sales targets
Report on KPI, metrics, accounts and provide analytics
Ensure that all staff are properly trained and following company customer service policies
Maintain knowledge level of team regarding product and technical capability
Facilitate communication between sales, warranty, credit, merchandising and warehouse departments
Ensure delivery of services within established time frames
Provide necessary information to the sales representatives to ensure that all dealer concerns (orders, product inquiries, shipping concerns etc) are resolved in a timely fashion
Monitor workloads and turnaround times in Customer Service, Inside Sales, Warranty and Repair
Maintain systems to ensure demands are met for maximum productivity
Assist with customers (phone, email, chat) as required
Coordinate set up and events such as product launches, shows, sales or meetings

Applicant Should Possess:
3+ years of experience in leading a customer service team
Post Secondary education
Familiarity with LTP products or cycling product knowledge an asset
Strong working knowledge of Excel and the MS Office Suite (Word, Power Point)
Experience with eCommerce
Detail-oriented, an analytical problem-solver
Flexible, resilient, and adaptable to changes
Strong organizational and problem-solving skills, flexibility
Knowledge of CRM systems
Ability to speak and write in French is preferred