Friant is a nationwide leader of creative workspace with a passion for value innovation – making well-designed, premium workspaces more accessible and affordable than anyone else. From custom conference tables to upholstery, our local manufacturing facility is busy year-round creating Friant products for the office furniture marketplace. Our 2 plants in California and Virginia totaling 630,000 square feet of warehouse and production facilities – headquarters being in CA – are equipped with modern equipment and skilled wood and fabric workers. The organization and its people pride themselves on respect and teamwork to consistently achieve goals and deliver a flawless product – a product that has the power to transform the happiness and productivity of businesses.
The successful Customer Service Supervisor will focus on all aspects of customer satisfaction and care as well as the supervision of our dedicated Customer Service Representatives. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet the expectations of the executive team. The Customer Service Supervisor will be responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers or clients.
o Hire and Train staff to deliver exceptional customer service.
o Mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment
o Guide the customer service team towards achieving operational goals.
o Maintain in-depth working knowledge of the company’s brands, systems, products and processes.
o Ensure that the customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction
o Ensure that customer calls and emails are handled and answered in a timely and accurate fashion.
o Monitor Calls and emails and provide individual feedback regarding customer interactions.
o Approve Credit and Replacement request within approval threshold.
o Manage specific assigned leading region and/or accounts
o Provide supervision and technical assistance to customer service team to achieve departmental and organizational goals.
o Determine work procedures, work schedules and workflow for customer service staff.
o Perform performance management reviews for the customer service staff and provide recommendations as needed.
o Execute reporting and Analyze data to ensure compliance from CS team in accordance with Key performance indicators.
o Ensure compliance with applicable use and understanding of company CRM and database systems (Salesforce/Insight)
o Attend Daily Production Meetings with manufacturing leaders and communicate updates as needed.
o Work closely with other departments such as sales, manufacturing, marketing, product development, inventory control, and logistics to ensure compliance and understanding within CS team on policy, procedure and product knowledge.
o Excellent verbal and written communication skills
o The abilit y to remain calm under pressure
o Ability to think strategically and to lead
o Strong client-facing communication skills
o Customer service orientation
o Efficiency and organizational skills
o Administrative skills
o Ability to think strategically and to lead
o High sense of urgency
o High attention to detail
While performing the duties of this job, the employee operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. Appropriate personal protective equipment will be required when visiting production areas.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to sit as well. The employee is occasionally required to stoop, kneel, or crouch. The employee may frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Required Education and Experience
- BS degree in Business Administration or related field
- Proven experience as a customer service supervisor
- A minimum of 5 years’ experience in a customer support position
- Microsoft applications proficiency
- Salesforce experience a plus
This position has supervisory responsibilities
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.