Consumer Services Supervisor

The Consumer Services Supervisor manages the Consumer Services call center and various processes associated with our direct-to-consumer business. The Consumer Services Supervisor establishes the team’s direction to ensure that order accuracy, delivery status, and product information is conveyed to our consumers in a timely manner. The Consumer Services Supervisor addresses customer needs with the highest degree of professionalism and courtesy. This is a consumer-facing position that requires a positive and driven individual who can project confidence in our products, processes, and people.

Responsibilities and Duties

Essential Functions :

  • Manages all call center functions with focus on key metrics and sales objectives.
  • Manages team of full time and part time Consumer Services representatives.
  • Coordinates efforts with other internal department supervisors and managers including manufacturing, collections, credit and billing to achieve customer service excellence.
  • Provides training and development of internal Consumer Services processes, policies, and procedures.
  • Maintains a thorough knowledge of all company products, catalog contents, and promotional items.
  • Assists the Consumer Service Representatives in fielding incoming calls, entering sales orders (new equipment and reconditioning), providing orders statuses, troubleshooting customer issues, and resolves non-routine customer issues as needed.
  • Contributes to the development and implementation of plans that effectively and efficiently improve customer service.
  • Communicates company objectives to the Consumer Services Department and works alongside other business units to achieve company objectives.
  • Product: providing feedback on any product issues
  • Marketing: understanding Riddell brand direction, working closely on consumer messaging
  • Maintains sales and call center data to achieve company objectives

Qualifications and Skills

Skills and Abilities:

  • Ability to service high call volume
  • Excellent customer-relations skills.
  • Ability to multitask (handle the pressure!)
  • Excellent verbal, written and interpersonal communication skills.
  • Ability to maintain a high level of energy.
  • Strong articulation and voice clarity skills.
  • Solid comprehension, listening and negotiating skills.
  • Excellent intuitive, analytical and problem-solving skills.
  • Strong leadership skills with the ability to establish and maintain positive and effective working relationships.
  • Strong task prioritization skills.
  • Strong customer service focus.
  • Careful attention to detail and accuracy.

Education and Training:

  • 4-year College/University Degree Required.
  • Degree in Business, Communications or related field desirable.
  • Minimum two-five (2-5) years consumer / customer service, help desk or high-volume call center experience required.
  • Proficient with MS Office applications, primarily Excel and Outlook.
  • SAP experience desirable.
  • Basic knowledge of sports and the associated equipment used with each individual sport is desirable.
  • CRM experience desirable (Customer Relationship Management)

Job Type: Full-time

Required education:

  • Bachelor's

Required experience:

  • Help Desk/Call Center: 2 years
  • SAP: 2 years

If you are interested in this position you can apply here

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