Customer Service Supervisor

•               Assist the CSM with recruiting, interviewing, hiring, disciplining, and terminating direct reports as needed.

Assist CSM with performance evaluations and administering pay changes.

•               Assign workloads and direct activities of direct reports within the scope of responsibility.

Manage the workload throughout the day by monitoring in bound volume and sharing the work.

•               Actively contribute to the management team by working with the CSM in the planning and problem resolution efforts of the team. 
• Actively provide feedback to the CSM.

•               Provide, and measure the effectiveness of, ongoing training on products, processes, procedures, and general customer service skills (CSS only).

Assume ownership of escalated customer issues and work with the CSM for final resolution.  Be a resource for the outside sales group.  Communicate operations and sales issues to management counterparts.

•               Foster a culture of positive attitude, common courtesy, and good will with both external and internal customers.

Manage employees’ time and attendance and coordinate the time off schedule.

•               Assist the customer service group by taking ACD calls when the situation dictates. (CSS only)

Support Reeb’s continuous improvement effort by examining customer service processes to identify inefficiencies, possibilities for error, and opportunities for improvement.

•               Demonstrate good company stewardship regarding expenses, resource utilization, etc.

Attend monthly safety committee meetings

•               Responsible to investigate and complete a thorough accident investigation report with corrective action input and have an action plan developed to correct safety issues. 
• This includes taking the injured employee to receive the proper medical attention.

•               Adhere to company policies and procedures and conduct all activities in a safe manner.

Education: High School Graduate or General Education Degree (GED)

Experience: Eight or more years millwork experience in sales.

• Supervisory experience preferred

Other Requirements

Valid driver’s license required.  Safe driver history/record required for insurance and liability reason. 

•               Basic math skills (fractions, decimals, division, multiplying, adding, subtracting)

Keyboarding skills

•               Ability to use a calculator, able to read, write and understand English

Ability to communicate effectively and to articulate clearly

•               Ability to use a multi-line phone system, occasional out-bound calling,

Ability to understand both company sales goals and initiatives