Customer Service Supervisor

Customer Service Glen Mills, Pennsylvania


Customer Experience Supervisor needed for our Glen Mills Call Center!!

 Are you a quick thinker and problem solver? Do you love working with people? Are you great at motivating your team? Our Customer Experience Supervisor is responsible for the direct oversight of inbound phone, email and chat operations--establishing best practices for the call center, achieving department metrics and coaching agents to meet team standards by collaborating cross-functionally to seamlessly service customers. This role Reports to our Customer Experience Manager. It will also have a hybrid schedule, working from home and from the Glen Mills, PA office.

 Who We Are:

At Professional Plumbing Group (PPG), we care about our customers! Our Customer Service Team balances technology, processes, and human empathy to build customer trust and loyalty. From the time the customer orders their plumbing products through delivery to their business, the PPG team makes it easy for the customer so they can concentrate on their business. The Customer Service Team works proactively in a fast-paced environment to handle customer issues and ensure a seamless experience. In the event a customer should contact our support team via phone, email, or chat, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them with every interaction.

 What You’ll be Doing

  • Manage processes and teamwork to ensure a high-quality work environment
  • Manage day to day leadership of our CX professionals, including scheduling and approving payroll, time off, etc.
  • Train and mentor new and existing agents on CX workflow, tasks and new initiatives
  • Support SLA attainment for inbound phone, orders, returns and support
  • Cross-training on interdepartmental brands and processes
  • Maintain direct reports team/individual score cards
  • Working supervisor as well as 1st level escalation solution
  • Optimizing productivity and efficiency utilizing training, streamlining processes, metrics and coaching/counseling

 Key Skills and Experience required

  • Business-to-Business customer service experience required
  • Minimum 5 years in a service supervisory role and responsibility for service by direct reports
  • Proven success of managing phone-based accounts with measurable objectives
  • Comfortable talking on the phone and communicating with customers in a professional manner across all mediums
  • CRM and ERP Experience, ideally Microsoft Dynamics
  • Two to four-year degree preferred

 The Attributes for Success

  • Quick learner - Ability to quickly pick up on our product portfolio
  • Willing to go the extra mile to deliver outstanding customer service
  • Curious and a critical thinker. Look at customer problems as an opportunity to solve them with a winning solution for the customer and for PPG.
  • There may on occasions be the need to start earlier or finish later to suit different time zones.
  • Detailed-oriented and organized
  • High energy, integrity and resiliency
  • Passion for results
  • Collaborative, team oriented and adept at building positive and influential relationships
  • Enjoys assisting others and ability to work well independently and as part of a team. #ZR

 About Us:

 Professional Plumbing Group ("PPG") manufactures and distributes high quality plumbing products and expert solutions to create best-in-class customer experiences. The PPG umbrella has three national brands with Speakman, Wolverine Brass and PlumbMaster and a history stretching back 150 years in the plumbing industry. While distinct in customer base and value proposition, the three brands share a passion for innovation and customer service excellence. The company is headquartered in Glen Mills, PA and operates a facility in Conway, SC as well. PPG has started a transformation process into an agile, solution-oriented organization with best-in-class sales and service capabilities. Professional Plumbing Group is a portfolio company of Dunes Point Capital (DPC).

 Physical Demands:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and use a computer and phone. The employee is frequently required to type, talk and hear.