Customer Service Supervisor

Job Posting:

We realize that our greatest assets are our best-in-class associates, which is why we're dedicated to offering limitless opportunities for growth and advancement. We want to help you build a long-lasting career with Millennium Lighting. Together, we can continue to lead the industry and help build our nation's infrastructure from the ground up. Join our team today.

We are currently seeking the right individual to fill an immediate need for a Customer Service Supervisor!

The Customer Service Supervisor will tailor optimal strategies and tools to support the nuance and needs of each individual channel. This person should possess qualities such as being a self-starter, a motivator and encourager, and a top-notch problem solver. The Supervisor will be an example of being present, invested, and committed to the overall customer experience. They will be empowered to make the best decision for each situation by thinking creatively and providing best in class customer experience

Responsibilities:

• Monitor and lead day to day workflow of team through use of data analysis and task management.

• Lead team capacity of contact points through various streams including, but not limited to, phone calls, emails and customer portals

• Apply established KPIs and data to guide continuous improvement

• Act as point of escalation for Customer Care team members.

• Act as Administrator for shared email inbox(s)

• Active participant in monthly S&OP meeting

• Identify trends or inefficiencies requiring collaboration with all internal teams to root cause issues and develop process changes to drive exceptional customer experiences.

• Helps develop and improve existing and/or new Standard Operating Procedures

• Ownership of training and reference materials for team.

• Collaborate with Management on performance review feedback and recognition

• Simultaneously navigate multiple software applications and technologies.

• Ensures timely follow through on team's commitments to customers and team members to ensure accurate and timely processing requests.

• Proactively communicate potential service issues to customers and internal personnel will be necessary.

• Responsible for initial product inquiries from field regarding warranty, replacement parts, and mid-level technical assistance

• Sets and manages customer service team schedules to ensure complete customer service coverage during business hours

Qualifications:

• 4-year college degree or equivalent combination of education/work experience

• Operate with a willingness to learn. We share feedback, we get feedback, and we promote a culture of being open-minded to grow

• Effective conflict management skills while maintaining professional composure

• Ability to solve problems, think creatively, and try new things

• Process development & root-cause analysis skill set; ability to keep work flowing while minimizing problems and delays

• Ability to communicate clearly and efficiently across all department levels

Millennium Lighting is dedicated to providing meaningful benefits programs and products to our associates and their families-geared toward benefits, wellness, financial protection, and retirement savings. We offer a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!

• Pay Range:

• $15.58 - $33.85

• Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

• This role is Bonus or Incentive Plan eligible.

• The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information