Customer Service Supervisor
Door To Door Organics - Louisville, CO

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This full time position oversees the customer service function, serving the customers across all of Door to Door Organics locations. This position is based in the Central office in Colorado. Customer service is one of Door to Door Organics greatest strengths, and vitally important to the success of our business. Finding the right person to take the team and our level of service to the next level without messing with our current customer service mojo is of considerable importance.

Essential Duties:

Be an active participant in and respond promptly to daily customer service needs including answering phones, responding to emails and updating customer accounts as you learn the systems and approach at Door to Door Organics
Handle and resolve customer complaints, while striving to create a positive relationship with the customer
Serve as the point person for any issues that need to be escalated
Be willing to do the right thing and go the extra mile with the customer experience at the forefront of your mind
Manage three direct reports
Implement performance tracking and reporting with the goal of understanding the team’s performance, identifying opportunities for improvement and striving to enhance the customer experience
Proactively look for and recognize issue patterns, take corrective action where necessary
Bring a degree of standardization to the customer service approach while still empowering the individual with enough responsibility and flexibility to satisfy the needs of the customer
Work closely with other functional areas including but not limited to marketing, product development, operations, merchandising and billing

Other Responsibilities

Ad hoc initiatives in coordination with the marketing team to enhance the customer experience
Adapt to changing business needs as the company evolves

Requirements

3 years customer experience a must; 5+ years customer service experience preferred
Bachelor’s degree or a total of 6 years education and experience
Ability to work with cross-functional managers at all levels a must
Ability to deal directly with customer issues and communicate in a positive and patient manner
Outgoing/service orientation personality a must
Strong communication and presentation skills, both verbal and written a must
Demonstrated leadership and managerial experience qualities preferred
Attention to detail and proven ability to multi-task a must
Experience in e-commerce a plus
Experience in food, sustainability, and/or organics a plus; interest a must
Basic proficiency with Microsoft Office applications a must
Strong organizational skills and ability to prioritize a must
Availability to address serious customer service issues outside of normal business hours a must (historically an infrequent need but something we must always be prepared to address in the service of our customers)


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