Customer Service Supervisor

Stanley Bostitch is a division of The Stanley Works Company, a $4 billion dollar, publicly traded, worldwide manufacturer and marketer of pneumatic tools, home and office products.  . Over 155 years old, Stanley has earned a reputation for excellence. Currently, we have an opening for a dynamic individual to join our team as a Customer Service Supervisor in East Greenwich, RI.

 

The Customer Service Supervisor will be responsible for the day-to-day management and efficient operation of the Customer Service Department by insuring that all processes and procedures are accurately executed, the highest service level is maintained.


Responsibilities:
• Responsible for achieving and exceeding departmental metrics and goals
• Monitor daily, weekly, and monthly departmental Key Performance Indicators (KPI) and address all discrepancies
• Coach and evaluate Customer Service Representative’s (CSR) performance, provide feedback and guidance for improvement
• Creating and analyzing reports for continuous improvement
• Monitor quality assurance of over-the-phone and order entry performance to insure customer satisfaction and fill rate metrics are met
• Provide leadership and training for all associates in a professional and positive manner
• Implement, follow, and review all organization and departmental policies and procedures
• Understand shipment logistics, lead times, and required dates
• Communicate between Sales, Customer Service, Planning and Operations to insure proper fulfillment of orders
• Monitor Customer Report cards and take appropriate action to increase service level
• Analyze and resolve customer related issues in a timely manner
• Responsible for Organization and People Review (OPR), recommendations regarding employment, performance ratings, transfers, and other staffing issues

Qualifications:
• Bachelor’s Degree with 3-5 years of related experience
• Prior experience managing a staff

• Demonstrated time management, analytical and organizational skills with the ability to prioritize and handle multiple tasks
• Results driven, proactive, and able to work independently and in a team environments
• Ability to make decisions and problem solve independently
• Excellent verbal and written communication skills
• Strong conflict management and facilitation skills
• Demonstrated project management skills
• Ability to train and develop others
• Working knowledge of EDI, VMI and SAP a plus
• Pleasant and enthusiastic phone personality
• Understanding of credit and collection procedures
• Working knowledge of MS Word, Excel, PowerPoint, Project, Visio and Access

 

In addition to the prestige of joining a truly world-class organization, you will enjoy comprehensive benefits and solid opportunities for growth. As a full time employee at Stanley Bostitch you will be eligible for an industry leading benefits plan covering medical, dental, vision, life insurance, matching 401K and pension benefits. Along with vacation, holidays, and more.

 

Please apply online.

 

Our dedication to diversity in the workplace is key to our quality reputation and progressive work environment. We are an Equal Opportunity Employer M/F/D/V.