Customer Service Supervisor

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Taylor Corporation is a growing, dynamic company with big plans for the future - and our people. Family owned and proud of it, we power our employees' potential and strive to create opportunity and security for every member of the team. We're passionate about our work, we believe there is always a better way, and we're in this for the long haul.

Ready to build a career? It's time to look at Taylor.

Your Opportunity:

Taylor Promotional Products Inc., A Taylor Corporation Company is looking for a Customer Service Center Supervisor to join our team at our White Bear Lake, MN facility.

The Supervisor is responsible for the daily operation, administration, support, and oversight for call center employees. This individual must be keenly customer focused, be able to prioritize and handle numerous overlapping tasks, projects, and intercompany relationships. Provide leadership, direction, and management for call center employees. Identify opportunities through customer interaction and work with other leaders to improve the overall customer experience in the call center.

Your Responsibilities:
* Provide leadership and development: provide individual coaching and mentoring to each assigned team member on a bi-weekly basis at a minimum. Topics for coaching include performance, attendance, and overall professionalism as well as fostering individual growth and development.
* Recommend, organize, and participate in daily/weekly/monthly departmental activities
and events to promote teamwork and sales growth for customer experience improvements.
* Maintain documentation for employees: writing and administering reviews, disciplinary
actions, and manage to individual metrics for each assigned team member.
* Assist in daily department operations: monitoring and taking action to maximize department performance in areas such as: capture rate, order entry, on-time delivery, hold reporting, and overall customer experience.
* Provide support for call center employees: answering helpline calls, responding to customer inquiries, and resolving issues or complaints.
* Manage staffing and retention: working with other department supervisors and the department scheduler to maintain proper staffing and facilitate task completion.

* Assist in process improvements for the department: identifying areas of opportunity, offering recommendations and solutions as well as continually evaluating processes/procedures for improvement.
* Maintain/improve departmental communication: communicating effectively with all departments and team members regarding changes to procedures, new product offerings, system issues, and other relevant information.
* Manage service levels and workload through metrics monitoring and management.
* Document and manage Standard Operating Procedures.

You Must Have:
* Knowledge of computers, phones, and office equipment

* 3 years of Customer Service experience in a fast-paced environment
* 3 years of proven leadership skills and abilities to manage a team effectively
* Excellent communication and interpersonal skills
* Strong problem-solving abilities and customer-oriented mindset
* Demonstrated ability to work under pressure and meet deadlines
* Excellent communication, organizational, and presentation skills
* Excellent MS Office suite skills.
* Independent judgment and ability to work with minimal supervision
* Ability to organize and prioritize work to meet varying deadlines
* Ability to accept and proactively implement change throughout the department
* Ability to lead and develop employees

We Would Also Prefer:
* Bachelor's degree, particularly in fields related to business, finance, or education
* Recruitment and Selection experience
* 3 years of team leadership or supervisory experience
* Familiarity with our company's customer service policies and procedures is an advantage
* Ability to research systems and processes
* Experience with AS400 and Avaya programs
* Experience with ContactPro program

About Taylor Corporation
One of the largest graphics communications firms in North America, Taylor's family of companies provide a diverse set of products, services, and technologies addressing the toughest communication challenges. For nearly 50 years, Taylor has been a premier provider of powerful and innovative products, services, and expertise for individuals, businesses, and distributors large and small. Our 10,000+ employees spanning 26 states and seven countries work diligently to create the interactive, printing, and marketing solutions that have helped build some of the world's more recognizable brands. Everything we do begins with identifying the unique priorities and needs of our customers and creating one-of-a-kind solutions. We offer a comprehensive benefit package including several health plans to choose from, dental, vision, wellness programs, life and disability coverage, flexible spending accounts, health savings accounts, 401(k) plan with company match, paid time off (PTO) and 64 hours of annual holiday pay.

The Employer retains the right to change or assign other duties to this position.

Taylor Corporation is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Taylor Corporation including all partners and affiliates is an Equal Opportunity Employer/Veterans/Disabled.