Shades by Matiss

Compensation

Full Description

Job Summary: Shades by Matiss is seeking a highly organized and motivated Customer Service Supervisor to oversee our Customer Service and Order Entry teams. This role ensures that all customer interactions and order processing are handled efficiently, accurately, and in alignment with company policies and customer expectations. The Customer Service Supervisor will be responsible for monitoring team performance, providing leadership, and driving process improvements. Key Responsibilities: • Team Supervision: • Oversee daily operations of the Customer Service and Order Entry teams, ensuring timely and accurate order processing and customer support. • Delegate tasks and responsibilities to team members, monitor productivity, and provide coaching and guidance as needed. • Conduct regular performance evaluations and provide feedback to help staff reach their full potential. • Process Management: • Ensure all customer orders are processed correctly and on time, and handle any escalations related to order discrepancies or customer concerns. • Develop and implement best practices for order entry and customer service processes to maximize efficiency and minimize errors. • Work closely with other departments (production, finance, and logistics) to resolve issues and ensure smooth workflow. • Customer Relations: • Act as the point of contact for high-level or escalated customer issues, ensuring they are resolved quickly and satisfactorily. • Monitor customer feedback and work with the team to continuously improve service quality. • Training & Development: • Train new hires in Customer Service and Order Entry protocols, software (e.g., e-pic system), and customer management strategies. • Conduct ongoing training and development programs to ensure team members are up-to-date with new procedures, products, and technology. • Reporting & Analysis: • Prepare regular reports on team performance, order entry accuracy, and customer satisfaction metrics. • Identify trends in customer inquiries and orders, and propose improvements to enhance service levels and efficiency. • Cross-Department Collaboration: • Liaise with production, purchasing, and sales departments to communicate customer needs and order statuses. • Ensure all order details, changes, or issues are accurately reflected in the e-pic system. Job Type: Full-time Pay: $48,000.00 - $52,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Employee discount • Health insurance • Paid time off • Vision insurance Work Location: In person