Customer Service Supervisor
Job Details
Experienced
Corporate Headquarters - Huntington Beach, CA - Huntington Beach, CA
Full Time
4 Year Degree
None
Day
Customer Service
Customer Service Supervisor

Position Summary:

Teacher Created Materials is a 45-year+ old, award-winning publisher of educational and trade books and digital products,  Teacher Created Materials is seeking is searching for a motivated and experienced customer service supervisor to lead our customer service department. Your goal will be to provide outstanding customer service to our customers (Internal/External) by developing effective customer service procedures, implementing customer satisfaction goals. The ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. Oversee Customer Service phone queue, email, and to professionally greet on-site visitors as needed. Other functions include support of processing orders, credits, returns, and support of any Sales Operations administrative tasks upon request.

Teacher Created Materials offers a very competitive salary and benefits package, including:

  • Health Insurance
  • Paid Time Off plus Company Holidays
  • Generous 401(K) Match
  • Generous Childcare and Tuition Reimbursement Programs
  • Plus more!

Essential Duties/Responsibilities:

  • Supervising day-to-day operations in the customer service department.
  • Maintain an orderly workflow according to priorities.
  • Responding to customer service issues in a timely manner.
  • Creating effective customer service procedures, policies, and standards.
  • Taking ownership of customers issues and following problems through to resolution
  • Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
  • Implement customer service procedures, policies and standards.
  • Maintaining accurate records and documenting all customer service activities and discussions.
  • Assessing service statistics, customer feedback and preparing detailed executive summary report of findings.
  • Hiring and training new customer service representatives.
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Staying informed on the latest industry techniques and methods.
  • Demonstrate excellent Customer Service skills and ability to develop positive professional relationships with our internal & external customers.
  • Oversee Customer Service telephone calls, email inquiries, and welcome TCM employees and guests.
  • Route inter-office correspondence across cross functional teams.
  • Process occasional orders as needed – includes but not limited to Samples, Web, Portal, Returns, Credits, International/Direct to School/Trade orders.
  • Data Validation in various systems
  • Customer Creation of Trade/Individual Customer accounts
  • Troubleshoot technical difficulties for customers to successfully deliver/provide digital resources.
Qualifications

Minimum Qualifications:

  • Bachelor’s degree in related field
  • At least 3 years of managerial experience.
  • Proven ability to lead and motivate a team
  • Excellent interpersonal skills to interface with all levels of management, and both internal and external customers.
  • Creative problem-solving skills and excellent organizational abilities.
  • Experience devising departmental KPIs to improve accountability.
  • Strong multi-tasking capabilities with the ability to work well under pressure in a deadline-driven environment.
  • Familiarity with the following software systems Salesforce, NetSuite, Ring Central
  • Tenacity to overcome challenges, coupled with an indefatigable drive and persistence to work past objections and roadblocks.
  • Multi-tasking capacity with the ability to juggle numerous projects and work effectively under stress.
  • Creative thinking to explore new processes and improve on existing ones

Physical Requirements:

  • Sit or stand for extended periods of time, including at a computer.
  • Frequent lifting and/or moving of up to 15 lbs.; occasional lifting and/ or moving of up to 25 lbs.
  • Repetitive hand and wrist movements for frequent use of computer keyboard, mouse, and lifting or transferring of items.
  • Regular travel is not expected in this position; however, travel around scheduled projects may be necessary.
  • Occasional walking, standing, stooping, or kneeling.

Work Conditions:

  • General office environment.
  • Occasional exposure to warehouse and outside weather conditions.
  • Moderate noise level in the work environment.

 

Teacher Created Materials is an Affirmative Action/Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, or any other characteristic protected by law.

Apply