Annuities Customer Service Supervisor jobs in Madison, WI

Overview

AprilAire is an industry leader focused on providing healthy air in the home. Our corporate office, manufacturing facilities and engineering Innovation Center are located in Wisconsin and we have Sales teams around the country. We have been in business since the 1950’s with significant growth the last few years – and plans to continue growing as we deliver healthy air for all!

Due to a relocation, we are looking for a Customer Service and Order Management Supervisor! This role will play a pivotal leadership position in our customer service team managing and growing your employees while ensuring we deliver great customer service to our distributors and homeowners.

Shift: 1st shift M-F 

Hybrid: You can work one day per week from home after the initial training period has concluded. 

Responsibilities

Your day will include: 

• Partner with Sr. Customer Service Manager to ensure department objectives are supported and achieved.
• Oversee day-to-day activities within Customer Service & Order Management Team:
• Manage staffing to ensure coverage for all work functions to support customer satisfaction and achieve company goals.
• Ensure accurate and timely entry of customer purchase orders, credits/debits into ERP system.
• Maintain customer specific notes to ensure proper handling of orders.
• Develop and maintain in-depth knowledge of customer classifications, products, pricing, and shipping methods.
• Create new ship to and bill to addresses within software as needed.
• Maintains customer database.
• Maintains special price program (Kardex) for customers with special pricing.
• Monitor open (“A-Status”) order report to ensure timely resolution of order processing.
• Manage phone, email, and webchat queues to ensure accurate and timely completion.
• Focus on team member development by providing feedback and conducting individual coaching sessions. Minimum one 30-minute session each month.
• Conduct monthly audits to ensure department expectations are met, standard processes are followed, and orders are entered timely and accurately.
• Go-to person for team questions – processing of customer orders, pricing, processes, etc.
• Identify areas of training and organize team Huddles or individual sessions.
• Document and maintain all standard operating procedures to ensure they are current to ensure consistency across the team.
• Review and analyze metrics.
• Work closely with internal business partners to ensure great communication.
• Cultivate a positive and collaborative team environment with a problem resolution mindset.
• Be an example of what good looks like to represent AprilAire’s Core Values.
• Interview, hire and onboard new team members.
• Resolve customer or internal escalations by identifying root cause, finding a resolution, and providing feedback.
• Work closely with internal business partners to ensure great communication.
• Continuous review of processes to implement efficiency improvements.

Qualifications

If the below says "Me!" apply today: 

• Effective people leader-ability to grow, develop, and manage your team to reach the department's goals 
• Time management - ability to prioritize and plan work activities effectively, multi-task, strong sense of urgency.
• Excellent alpha/numeric data entry skills with speeds of 40 wpm minimum.
• Excellent computer software skills – Microsoft Office (Word, Excel), Outlook.  Experience with ERP systems (i.e., AS400) beneficial but not required.
• Excellent verbal/written communication skills, including acting as a good listener.
• Positive can-do attitude with a passion for learning, self-improvement, and helping others improve.
• Ability to build a positive team environment, motivate team members, and recognize high performance.
• Ability to adapt to change, support leadership decisions, and help team members through the change curve.