About Us:
With over 50 years of excellence in crafting custom window fashions, Norman’s quality has made it famous. Our commitment to innovation and detail has driven us to become a global leader. Today, we employ more than 12,000 employees in over 10 countries with a combined manufacturing footprint of 15 million square feet. Norman products are sold worldwide, reflecting our core values and our continuous investment to be the best.
Position Overview:
We are seeking a motivated and detail-oriented Customer Service Supervisor to oversee one of our customer service teams. In this role, you will ensure our team delivers outstanding service, resolves customer issues efficiently, and continuously improves our processes. If you are a natural leader with a passion for customer satisfaction and team development, we would love to hear from you.
Key Responsibilities:
- Team Leadership: Supervise and support customer service representatives, providing guidance and assistance to ensure efficient and effective customer interactions.
- Training and Development: Conduct training sessions for new hires and provide ongoing training for existing staff to improve their skills and knowledge.
- Performance Management: Monitor and assess team members' performance, offering regular feedback and conducting performance reviews.
- Customer Issue Resolution: Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
- Process Improvement: Identify and implement improvements in customer service processes and procedures to enhance efficiency and customer satisfaction.
- Reporting: Prepare and present regular reports on team performance, customer satisfaction, and operational metrics.
- Collaboration: Work closely with other departments, such as sales, marketing, and product development, to ensure a cohesive approach to customer service.
- Policy Enforcement: Ensure that company policies and procedures are followed by the customer service team.
- Technology Utilization: Utilize customer service software and tools to track performance and manage customer interactions.
Qualifications:
- Experience: Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or leadership role.
- Skills:
- Strong leadership and interpersonal skills.
- Excellent communication skills, both verbal and written.
- Problem-solving and conflict-resolution abilities.
- Proficiency in customer service software (Genesys, Salesforce, WFM software).
- Ability to analyze data and generate reports.
- Time management and organizational skills.
Competencies:
- Customer Focus: Dedicated to meeting the expectations and requirements of internal and external customers.
- Team Orientation: Fosters a cooperative and collaborative team environment.
- Adaptability: Able to handle a fast-paced and changing environment.
- Accountability: Takes responsibility for team performance and customer satisfaction.
- Innovation: Continuously seeks opportunities to improve processes and services.
If you are passionate about leading a team to provide exceptional customer service and meet the qualifications outlined above, we encourage you to apply. Join us at Norman to contribute to our legacy of excellence and innovation in the window fashions industry.
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Lewisville, TX 75067 (Required)
Work Location: In person