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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in overseeing daily operations, coaching customer service representatives, and ensuring compliance with established policies. Proficient in managing performance appraisals, training, and utilizing ERP systems to enhance departmental efficiencies.
Highest-signal resume keywords
Customer Service ExperienceLead or Supervisory ExperienceERP System KnowledgeWorkflow ManagementHCP Business Processes Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance AppraisalsProcess DocumentationActivity ReportingRoot Cause AnalysisTraining Development
Soft Skills
CoachingCommunicationProblem-SolvingAccountabilityTeam Leadership
Tools & Technologies
ERP SystemsCRMExcelWord
Industry Keywords
Service Level AgreementCustomer ExperienceCall Center EnvironmentBusiness Dynamics
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Oversee the daily operation of the business
- Coach and develop Customer Solution Reps to provide a high-quality customer experience
- Monitor staffing and phone coverage to meet the Service Level Agreement (SLA)
- Oversee daily workflow, including backorder reports, CRM responsibilities, and offline duties
- Monitor, supervise, and coach gaps in attendance, performance, and behavior
- Hold CSRs accountable to compliance expectations and established policies and procedures
- Provide ongoing ERP systems training
- Oversee training of new hires
- Conduct performance appraisals and provide ongoing performance feedback
- Handle daily personnel issues and involve the Customer Service Manager when necessary
- Conduct monthly department meetings
- Create and maintain daily activity reports
- Manage daily and weekly communications for the assigned group
- Assist with annual pricing contracts and daily deviations
- Maintain District Sales Manager records in the ERP system
- Act as point of escalation for complex CSR issues
- Identify trends, determine root causes, and solve issues across departments
- Create, update, and oversee process documentation
- Liaise between departments on customer service issues
- Provide support to the sales organization
- Provide weekly feedback to the manager to improve departmental efficiencies
Requirements
What you’ll need- Bachelor’s Degree in Business preferred
- 3-5 years customer service experience in a call center environment required
- Previous lead or supervisory experience required
- Strong knowledge of current ERP system, Excel, Word
- Strong knowledge of HCP business processes
- Strong knowledge of workflow management of business dynamics (CRM)
Benefits
Comp & perks- Competitive compensation
- Medical, dental, and vision insurance at date of hire
- A 401(k) with matching and no vesting
- Employee purchase discount on Husqvarna products
- Education assistance program
- Paid parental leave
- Eleven (11) paid holidays
- Paid vacation and sick time