Customer Service Supervisor

SiteOne Landscape Supply   •  

Roswell, GA

Industry: Manufacturing

  •  

5 - 7 years

Posted 173 days ago

This job is no longer available.

Purpose:

SiteOne is searching for a leader to provide world class customer support in a fast paced environment. Our ideal candidate has experience scaling support organizations in high growth companies and must be comfortable with the chaos it comes with. Your input will be critical as our vision and strategy evolves to meet new markets and customers. 

Key responsibilities:

  • Lead our team of support specialists to serve our diverse customer base, including landscape professionals, homeowners, and internal customers
  • Shape our service offerings, response level commitments and incident response process
  • Develop knowledge base and training for new customer service agents
  • Serve as point of contact for customer escalations
  • Develop measures that ensure the team is exceeding customer expectations
  • Leverage the data driven capabilities inside of support to make enhance the customer experience
  • Manage and forecast resource needs and ensure coverage based on the seasonality of our business
  • Be available at off work hours as needed

The ideal candidate will have:

  • 5-8+ years managing fast-paced, high-volume, customer service teams supporting a business with physical stores as well as an ecommerce channel
  • Experience in building support teams from 1 to 10 and larger as our business grows, where people feel motivated to bring their best, every day
  • Excellent decision making and problem-solving capability in a very fast-paced environment
  • Experience expanding support hours to 24x7 and leveraging outsourced customer service as needed
  • Comfortable with ambiguity and new product and service launches
  • Ability to thrive in a cross-functional environment while juggling multiple responsibilities
  • Talent for synthesizing complex ideas and communicating them in a way others can easily understand
  • Experience as an administrator or user of ServiceNow, Jira and other innovative support tools
  • Knowledge of IP telephony and call center technology such as IVRs
  • Technical/product background is a plus
  • Landscape supply or construction industry experience not required but helpful