Customer Service Supervisor

Salary Range [ $60,000 - $70,000 ] 

SUMMARY

The Customer Service Supervisor leads the customer service team and works cross functionally to develop, design and implement the strategic direction for the U.S. customer service organization. This role is crucial to supporting the present and future growth of the business.  

PRIMARY JOB DUTIES

• Supervises, coaches and mentors Customer Service team members.
• Promotes a productive and positive experience with customers to ensure high quality support.
• Handle escalated customer service issues as needed.
• Monitors quality and customer satisfaction metrics along with customer service goals and objectives to improve service levels and assess training needs.
• Oversees the development and maintenance of training and document resources for team.
• Supports organizational initiatives by working across departments
• Control costs by managing staffing levels, adjusting as volume dictates.
• Monitors and evaluates performance relative to Customer Service goals and objectives, analyzes variances, develops, and drives action plans to achieve optimal results, and reports on key performance metrics.
• Develop and/ or administer motivational programs to drive performance.
• Ensures Customer Services processes and practices at all facilities within assigned region are following federal, state, and local regulatory requirements
• Performs additional duties as assigned.

MINIMUM QUALIFICATIONS      

• Bachelor’s Degree or the equivalent experience
• Five (5) years of related experience
• Comprehensive knowledge of customer service and warranty procedures and policies.
• Proficient in computer software such as Microsoft Word, Excel, and Power Point.
• Must have exceptional written, verbal communication, presentation, and training skills.
• Must be detail-orientated, organized, and able to prioritize workload.

BENEFITS & PERKS:

• Paid Vacation, Sick and Holidays 
• 401k plan – with a 4% immediate match 
• Tuition Assistance Program 
• Established reputable brand offering premium products – you’ll be proud to represent Pelican! 
• Prime location – minutes away from the beach!
• Amazing employee discount program on Pelican Products 
• Great Benefits – several options including Pet insurance for our animal lovers. 
• Wellness Discount Program 
• Access to Exclusive Branded Pelican Apparel store  
• Lucrative employee referral program – get paid to work with your trusted network. 
• And more… 

#LI-POST

The approximate base compensation range is shown above. The actual offer may vary based on skills, experience and location.

Pelican Products, Inc. is an Equal Employment Opportunity/Affirmative Action employer. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.