Customer Service Supervisor

Step into the dynamic world of T&A Supply Company where innovation meets tradition! For over six decades, we've been the heartbeat of providing top-quality flooring goods! As a pioneer in flooring solutions since our inception in 1960, we've woven a legacy of excellence driven by a passion for revolutionizing the industry.

The excitement within the company escalates as we announce the expansion of our Customer Service Team! Join us on our journey as we embark on the search for a Customer Service Supervisor extraordinaire! Are you ready to immerse yourself in a role that thrives on creativity and innovation?

We're on the lookout for a dynamic individual who embodies our ethos of pushing boundaries and exceeding expectations. Could it be you? If you're someone who thrives in a fast-paced environment and is eager to help lead and support our team then you're the missing piece to our continued-success puzzle!

Don't miss out on this career opportunity to be a part of something extraordinary. Join the T&A Supply Company family and let's redefine the future of flooring together!

Job Summary:

The Customer Service Supervisor plays a crucial role in overseeing daily operations and supporting the Customer Service Manager to ensure the optimal performance of our customer service team. This position involves supervising frontline staff, monitoring their performance, and ensuring timely resolution of customer inquiries and issues.

Key responsibilities include inspiring and motivating the team, assisting staff in achieving performance goals, and leading by example. The Customer Service Supervisor collaborates closely with the Manager to maintain high service standards and foster a positive work environment. Hours: Monday to Friday 8 hours varying between 6:30am and 6:00pm.

What we offer:

• Family-owned company with a positive and supportive work culture

• Business casual environment

• Full Benefit Package (M/D/V Life, AD&D, EAP)

• Supplemental Benefit Options

• 401(k) Retirement Plan

• Paid Time Off (PTO) and Extended Illness Bank (EIB)

• Paid Holidays

• Employee Discount Program

What you will be doing:

• Assist the Customer Service Manager in the development and implementation of customer service policies and procedures.

• Identify and recommend opportunities to update or improve customer service procedures to the Customer Service Manager.

• Collaborate with the Customer Service Manager to align team activities with departmental goals.

• Assist in ensuring that the CS team meets performance targets and service quality standards, provide regular feedback, coaching, and training.

• Handles escalated customer issues and complaints promptly and effectively.

• Assists with handling daily operational issues, such as scheduling, workload distribution, and resource allocation.

• Assists with conducting quality assurance checks on customer interactions to maintain service excellence.

• Stays informed about product or service updates and ensures the team is trained accordingly by working with the Customer Service Trainer and Lead.

• Gathers and analyzes relevant data from various sources such as SQL, Ring Central, Gartman, customer feedback, and other tools and create reports on CS trends, patterns, and insights to management.

• Lead by example in demonstrating professionalism, customer service centric behavior, work excellence, and effective communication.

• Supports ad-hoc Customer Service projects and performs other related duties as assigned.

What we are looking for:

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Strong problem solving, critical thinking, and attention to detail.

• Exceptional ability to prioritize work in a fast-paced work environment and handle multiple tasks simultaneously while staying organized.

• Proficiency with various reporting tools and software, such as: Microsoft Excel, Power Bi, Smartsheet, CRM, Call Center.

• Minimum of 5 years' experience in customer service.

• 2 years' experience as a Customer Service Supervisor.

• Previous flooring industry or flooring installation experience highly desired.

Physical Requirements:

• Prolonged periods of sitting at a desk, talking on the phone, and working on a computer.

• Hand dexterity for regular keyboard typing.

• Must be able to lift up to 15 pounds at times.

T&A Supply Company Inc. is an equal opportunity employer. All employees and applicants will be considered for transfers, promotions, and employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.