Customer Care Supervisor

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism - and we treat our employees like the valuable assets they are.

Founded in 1954, R.S. Hughes Co., Inc. is a dynamic, North American distributor of industrial supplies. With 49 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.

In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team!

Job Summary

The Customer Care Supervisor is responsible for the complete operations of their assigned team when a more senior level manager is not present. The Customer Care Supervisor will assist management in delivering high level customer service and care, product availability, shift management, and ensuring a safe work environment. The Customer Care Supervisor will work in support of the management team to ensure high customer satisfaction to maximize sales and achieve established goals. This role is expected to adhere to all company policies and safety protocols.

Core Responsibilities Performed by a Successful Customer Care Supervisor

• Supervise and support a team of 5-10 customer care professionals, providing direction, motivation, training and coaching for associates during the shift.
• Monitors customer interactions and corresponding metrics to ensure timely and effective responses.
• Ensures the 24/7 execution and delivery of all customer service programs and processes.
• Oversees the distribution and processing of customer orders and communications.
• Provides back-up support for their assigned Customer Care team, including handling escalated customer issues.
• Responds to and resolves escalated customer inquiries in a courteous and timely manner and solicits customer feedback and input.
• Ensures execution of established safety, security, quality, and facility operations policies, procedures and practices.
• Act as a liaison between internal departments to streamline processes and solve problems.
• Assist in testing software systems impacting customer service operations.
• Fosters a collaborative and positive team environment, setting a positive example during challenging times.
• Participate in special projects and other duties as assigned.

Basic Qualifications

• Minimum of high school diploma required; Bachelor's degree in business or a related field highly preferred.
• Minimum of five (5) years of product related B2B customer service experience, with minimum of 2 years coaching, leadership, or manager experience with customer care teams in a fast-paced, high-volume environment.
• Order to Invoice experience ERP knowledge desired.

Required Competencies That Will Make You Successful

• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements or cultures.
• People Management: Proven track record for building high performing teams and leading teams through changes.
• Applied Learning: Assimilating and applying new job-related information in a timely manner.
• Building Trust: Interacting with others in a way that gives them confidence in one's intentions and those of the organization.
• Communication: Clearly conveying information and ideas through a variety of methods to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Managing work/time management: Effectively managing one's time and resources to ensure work is completed efficiently and accurately.
• Technical/Professional Knowledge: Having achieved a satisfactory level of technical and professional skill or knowledge in position related areas; keeping up with current development and trends in area of expertise.
• Tenacity: Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable.
• Detail Oriented: Working on tasks requiring great attention to detail, ability to multi-task.
• Leadership skills: Demonstrate team-building skills, flexibility and the ability to motivate others.
• Result Driven: Proven track record of driving results, leading projects, developing new ideas, managing change to move us closer to becoming our customers' trusted partner.

Target Annual Base Compensation range for this exempt role is $75k - $85k DOE.

This is a Full-Time position, eligible to participate in the Company's benefit plans including: Paid Time off; major medical, dental, vision; Company paid short-term and long-term disability; paid parental leave; various supplemental benefit plans; and Employee Stock Ownership Program (ESOP).