Supervisor, Customer Service

Your Opportunity: Taylor Promotional Products, a division of Taylor Corporation, is looking for a Customer Service Supervisor to join their team!

Your Responsibilities:

• Provide leadership and development: provide individual coaching to each assigned team member on a bi-weekly basis at a minimum. Topics for coaching include performance, attendance, and overall professionalism as well as fostering individual growth and development.

• Recommend, organize and participate in daily/weekly/monthly departmental games and events to promote sales growth and customer experience improvements.

• Maintain documentation for employees: writing and administering reviews, disciplinary actions, and individual metrics for each assigned team member.

• Assist in daily department operations: monitoring and taking action to maximize department performance in areas such as capture rate, order entry, add-on sales, hold reports, and overall customer experience.

• Provide support for call center employees: answering helpline calls, responding to customer inquiries, and resolving issues or complaints.

• Manage staffing and retention: working with other department supervisors and the department scheduler to maintain proper staffing and facilitate task completion.

• Assist in process improvements for the department: identifying areas of opportunity, offering recommendations and solutions as well as continually evaluating processes/procedures for improvement.

• Maintain/improve departmental communication: communicating effectively with all departments and team members regarding changes to procedures, new product offerings, system issues, and other relevant information.

You Must Have:

• Knowledge of computer, phone, and office equipment.

• 3+ years of supervisory experience.

• 7+ years of previous customer service or sales experience.

• Excellent written and verbal communication skills.

• Excellent communication, organizational, and presentation skills.

• Excellent Microsoft Office skills.

• Independent judgment and ability to work with minimal supervision.

• Ability to organize and prioritize work to meet varying deadlines.

• Ability to accept and proactively implement change throughout the department.

• Ability to lead and develop employees.

Would Also Prefer:

• Bachelor's degree, particularly in fields related to business, finance, or education.

• Recruitment and Selection experience.

• Ability to research systems and processes.

• Experience with AS400 and Avaya programs.

Taylor is proud to now offer "DailyPay". With "DailyPay", you can get paid on your very first day. No more waiting for direct deposit or a paper check! https://www.dailypay.com/partners/taylorcorp/

About Taylor Corporation
One of the largest graphics communications firms in North America, Taylor's family of companies provide a diverse set of products, services, and technologies addressing the toughest communication challenges. For nearly 50 years, Taylor has been a premier provider of powerful and innovative products, services, and expertise for individuals, businesses, and distributors large and small. Our 10,000+ employees spanning 26 states and seven countries work diligently to create the interactive, printing, and marketing solutions that have helped build some of the world's more recognizable brands. Everything we do begins with identifying the unique priorities and needs of our customers and creating one-of-a-kind solutions. We offer a comprehensive benefit package including several health plans to choose from, dental, vision, wellness programs, life and disability coverage, flexible spending accounts, health savings accounts, 401(k) plan with company match, paid time off (PTO) and 64 hours of annual holiday pay.

The Employer retains the right to change or assign other duties to this position.

Taylor Corporation is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Taylor Corporation including all partners and affiliates is an Equal Opportunity Employer/Veterans/Disabled.