Job details

Customer Service Sup.

Overview:

The Tyndale Company is hiring a Customer Service Supervisor to oversee a growing Customer Service team. The primary focus of this Supervisor is to manage the workflow and daily activities of designated Customer Service team members to ensure that we are providing excellent and timely service to our customers. This position is responsible for providing supervision, management support, and coaching and is accountable for promoting employee productivity and exceptional levels of customer satisfaction. Developing relationships with the team members, providing the appropriate training, tools, direction, and motivation that enable their success, and ensure that standards are being met are key deliverable of a Customer Service Supervisor.

Hybrid/Remote: Tyndale supports a strong work-life balance; this opportunity requires onsite work 2-3 days a week working from a home office the remainder of the week. To be considered, candidates must reside within a commutable distance to Tyndale headquarters in North Houston, TX (Harris County).

Responsibilities:

Accountabilities and Job Activities:

Manage daily workflow of team, ensuring that we are providing excellent and timely service to customers; coordinate overtime needs of team members with Customer Service Manager;
Assist in management of Customer Service Task Management Tool (Zendesk) to ensure timely and accurate completion is achieved; Provide support to complete assignments as needed;
Work with Customer Service Manager to establish metrics by which to track the day-to-day performance and progress of team members;
Provide as-needed training and coaching specific to the needs of team members, including: system or technical training, product knowledge, verbal and written communication, interdepartmental communication and conflict resolution, and soft-sell training techniques; utilize interactive training techniques with team members to ensure success;
Document all policies and procedures for Customer Service Department, ensuring accessibility to all team members;
Participate in candidate selection for new staff with Customer Service Manager;
Prepare interim and annual performance evaluation for designated team members and deliver to staff with Customer Service Manager;
Approve scheduled PTO of designated team members, ensuring an adequate number of staff to meet work deadlines and requirements; track attendance of department staff and provide appropriate feedback and disciplinary action, when required, with Customer Service Manager approval;
Complete and oversee onboarding experience for new hires, including temporary staff members. Develop training schedules for new hires; facilitate training to ensure successful onboarding of team members;
Responsible for resolving or helping to resolve complex issues that are escalated to direct reports, or from a customer directly, with the goal of resolving issues quickly. Coordinate with management and other departments as needed to help resolve open issues. Alert Customer Service Manager, as needed, of any areas of concern;
Provide ongoing quality assurance and ensure accuracy with sales order entry and order checking;

Analyze weekly/monthly reports for designated team members and Customer Service related tasks, ensuring any areas of concern are addressed in a timely manner;
Communicate with Customer Service Manager weekly on department efficiency and performance;
Collaborate with other departments on interdepartmental processes with goal of driving efficiency and continuous improvement;

Perform other tasks and projects as assigned.

Qualifications:

Qualifications:

HS Diploma or equivalent required; Bachelor’s Degree preferred;
Minimum of 2 years’ experience supervising a customer support team in a medium to large business environment required or 3 years of relative Tyndale experience, with sustained “Exceeds” performance level.
Minimum of 2 years’ experience in a direct sales or customer service related environment required.
Proven ability to build rapport with internal and external customers.
Strong leadership skills with the ability to provide effective guidance, training, coaching, and daily supervision to staff.
Effective organizational skills and the ability to establish priorities and to plan, coordinate and monitor own workload and that of staff.
Commitment to continuous learning and demonstrated ability and willingness to learn new skills, with initiative to self-teach.
Strong verbal and written communication skills; ability to write in a clear and concise manner and provide detailed explanations orally.
An individual that values collaboration with others in the organization.
Strong analytical and proactive problem solving skills.
Strong computer skills, including proficiency in MS Office applications. Adobe Acrobat and knowledge of MAS 500 is helpful.

Tyndale Company Glassdoor Company Review

4.2

Tyndale Company DE&I Review

4.2

CEO of Tyndale Company

Gail Whittenberger

Approve of CEO

By Tyndale Company

Tyndale’s mission is, “to provide an enjoyable uniform experience by supplying increasingly personalized, coordinated and convenient flame resistant apparel solutions to leading corporations and their employees.

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INDUSTRY

Consumer Product Manufacturing

TEAM SIZE

201-500

LOCATION

Hybrid, based in Pipersville, PA

DATE POSTED

April 15, 2023