Job Description
Job DescriptionDescription:
At Conn Selmer, we're passionate about music and dedicated to producing the highest-quality instruments for musicians of all skill levels. As a member of our organization, we seek candidates who possess the following values: Integrity, Excellence, Teamwork, Inclusivity, and Innovation. Please see our Conn Selmer website (www.connselmer.com) for more information about who we are.
The Customer Service Supervisor is responsible for overseeing priorities and workloads and supporting assigned customer service team. Drive process and individual performance improvement within the customer service team. Build and maintain strong, effective customer relationships. Their actions and duties should support and help drive sales growth. Encourage an environment centered around continuous improvement.
Responsibilities:
Customer Service Management
- Coach and Mentor team members on effective customer service techniques
- Monitor Team KPI’s to ensure processes are followed efficiently and effectively
- Serve as an escalation point for Customer Service Representatives to resolve issues with customers
- Conduct meetings with staff to ensure concerns are managed, and ideas are encouraged
- Understand the needs of customers both internal and external, and other cross-functional teams
- Learn from our mistakes through root cause investigation, encouraging continuous improvement
- Encourage team members to promote and upsell Conn-Selmer products and services.
- Monitor and approve team member timecards in Paylocity according to timelines provided
Order Management
- Serve as an escalation point for technical issues or policy concerns related to order entry
- Monitor Order file to ensure timely and accurate processing
Additional Responsibilities
- Attend training seminars as assigned to ensure continued growth and learning
- Manage customer feedback, look for opportunities to use that to improve Customer Experience
- Perform other duties as assigned
Qualifications and Requirements:
- B.S. degree in Business or related field/engagement and 2 years experience in Customer Service or similar field
- Music degree or some music training or instrumental music background preferred
- Must be able to hold self and team accountable as well as hold other departments accountable
- Proficient in use of computer programs including, but not limited to MS Outlook, Excel, Word, Powerpoint
- Excellent verbal and written communication skills
- Excellent telephone etiquette
- Excellent planning/organizational skills with strong attention to detail and the ability to meet tight timelines
- Ability to work extra hours as needed
- Requires long periods of sedentary work
- Requires repetitive upper body movement – keyboard use
- Visual and hearing acuity
- Occasional independent travel required (10%)
Requirements: