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Supervisor, Customer Solutions
Husqvarna Group. Oversee daily operation of the Customer Solutions department .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in overseeing customer service operations, coaching representatives, and ensuring adherence to service level agreements. Proficient in ERP systems, workflow management, and performance evaluation to enhance departmental efficiency.
Highest-signal resume keywords
Customer Service ManagementERP Systems TrainingPerformance AppraisalsWorkflow ManagementSupervisory Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ExperiencePerformance ManagementProcess DocumentationData AnalysisTrend Identification
Soft Skills
CoachingCommunicationProblem-SolvingAccountabilityTeam Development
Tools & Technologies
ERP SystemCRMExcelWord
Industry Keywords
Service Level AgreementCall CenterCustomer SolutionsDepartment MeetingsSales Support
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Oversee daily operation of the Customer Solutions department
- Coach and develop Customer Solutions Representatives to provide a high-quality customer experience
- Monitor staffing and phone coverage to meet the Service Level Agreement (SLA)
- Oversee daily workflow, including back order reports, CRM responsibilities, and offline duties
- Monitor, supervise, and coach attendance, performance, and behavior gaps
- Hold CSRs accountable to established policies and procedures
- Provide ongoing ERP systems training
- Oversee training of new hires
- Conduct performance appraisals and provide ongoing feedback
- Handle daily personnel issues and involve the Customer Solutions Manager when necessary
- Conduct monthly department meetings
- Create and maintain daily activity reports
- Manage daily and weekly communications to the assigned group
- Assist with annual pricing contracts and daily deviations
- Maintain District Sales Manager information in the ERP system
- Escalate 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
- Keep the Customer Solutions Manager informed of CSR development issues
- Provide support to the sales organization
- Provide weekly feedback 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
- Solid knowledge of current ERP system, Excel, and Word
- Solid knowledge of workflow management of business dynamics (CRM)
Benefits
Comp & perks- Competitive compensation
- Medical, dental, and vision insurance at date of hire
- 401(k) with matching and no vesting
- Employee purchase discount on Husqvarna products
- Education assistance program
- Paid parental leave
- Paid holidays, including 2 floating holidays
- Paid vacation and sick time