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Customer Service Supervisor

Online Components, a Master Electronics company has an exciting career opportunity for a Customer Service Supervisor who will report to the VP of onlinecomponents.com in Phoenix, AZ.

We’re seeking a Customer Service Supervisor who is an obsessed and supportive team leader who is excited about the opportunity to make a difference as the company continues to evolve.

As the face and voice of the company, the customer service team provides a complete consumer experience using in-depth brand and related part knowledge. The Customer Service Supervisor will hire, coach, develop, and oversee a team of customer experience specialists who interact with customers to provide exceptional service, solve problems, and expand business relationships.

Core Responsibilities of a Customer Service Supervisor:

  • Build a team of customer service representative that are self-sufficient and confident to help their customers through genuine and knowledgeable connections
  • Coach employees through effective feedback, this includes positive reinforcement and constructive feedback where needed
  • Manage and document employee issues regarding attendance, performance, conduct, and deliver appropriate corrective action as needed
  • Demonstrate effective people leadership for a team, including interviewing and hiring, managing work schedules, managing to performance standards, and delivering feedback on all aspects of job performance
  • Play a key role in building and maintaining our team culture of being a family and helping each other grow and succeed, as well as creating a fun environment through our Company Core Values.
  • Emphasize the best overall approach and experience for our customers, employees, and company



How you will spend your time as a Customer Service Supervisor:

  • Ensure customer satisfaction by overseeing delivery of exceptional service to internal and external customers
  • Provide frequent, proactive coaching and development to team members, including scheduled and impromptu feedback and training
  • Coordinate work activities across multiple work channels: voice, chat, and email, and ensure the consistent achievement of service level agreements
  • Support employees by ensuring they have the skills and knowledge to succeed within their roles.
  • Champion a continuous process improvement approach, including the analysis of performance data and implementation of solutions that improve service delivery, the development of new policies and processes, the delivery of additional training, and the identification of proactive solutions to address issues.
  • Effectively address escalated customer issues and non-standard customer service-related issues
  • Interface with other departments in the completion of work responsibilities, with an emphasis on follow-up and follow-through with the end customer
  • Perform other duties as required or apparent


We’re excited if you have:

  • Strong leadership and supervisory skills
  • Demonstrate passion and enthusiasm for customer care excellence
  • Excellent oral, written, and interpersonal communication skills
  • Ability to quickly absorb, understand, and take-action regarding customer service and employee-related issues
  • Ability to multi-task and support multiple responsibilities in a fast-paced, high-pressure, constantly changing environment
  • Ability to apply creative problem-solving techniques to situations using sound business judgment
  • Ability to manage time and tasks effectively
  • Attention to detail
  • Ability to achieve service levels and other key performance indicators
  • eCommerce knowledge
  • Electronic component distribution knowledge
  • Working experience with Zendesk (preferred)
  • Effective coaching approach that inspires team to do their best
  • Ok with thinking outside of the box and challenging process in a way that provokes change


Requirements:

  • High school diploma or GED
  • 2+ years Customer Service Supervisor experience or background in a leadership role
  • 3+ years of contact center / call center customer service experience
  • Excellent communication and interpersonal skills
  • Outstanding organizational and leadership skills
  • Good knowledge of MS Office



Perks and Benefits

  • Competitive compensation
  • Opportunity to grow with the company.
  • PTO
  • 401k with up to 4% match
  • Health, Dental, Vision and Life insurance
  • EAP program
  • Monday- Friday day schedules
  • Office snacks


Master Electronics
has a fast-paced and entrepreneurial environment, which requires a professional, flexible self-starter attitude.

Headquartered in Phoenix, AZ, Master Electronics is a leading global authorized distributor of electronic components. For more than half a century, our family-owned company has remained focused on strong relationships, responsive service and added value. This is how Master Electronics has grown to serve hundreds of thousands of customers in partnership with hundreds of world-class suppliers.

Master Electronics, a leading global authorized distributor of electronic components, is committed to providing equal employment opportunities for all applicants and employees. The Company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, Master Electronics prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational programs.

Posted
11/06/2021
Salary Range
$34,000.00 - 54,000.00
per Year
Salary range estimated by
Location
Phoenix, AZ 85034, US