Customer Retention Supervisor jobs in Wilmington, DE

Lasko Products, an industry leader in providing and manufacturing home environment products for over 100 years, is looking to add a Customer Service Supervisor to the team. 

We are seeking an organized and experienced individual who thrives on providing excellent customer service and has the desire to assist in leading a winning team. The position of Customer Service Supervisor is responsible for providing professional and efficient service by assisting in departmental business across multiple business units utilizing omni-channel support to service our end consumers in every way possible. This position will assist in leading the staff to uphold the organizations brand and culture and will play a collaborative role with management in growing and implementing standards and processes. The role of this position will also help in overseeing the continued development, implementation, and continuity of a true omni-channel support environment across all organizational business units. The Customer Service Supervisor reports directly into the department manager. 

This will be a hybrid position, working from our West Chester, PA office. 

Essential Functions

• Work with management in overseeing and assessing customer service staff activities and providing them with regular performance-related feedback.
• Strategizing and monitoring daily activities of customer service operation.
• Assisting customer service staff with duties where required.
• Hire and train customer service staff to deliver best in class consumer service.
• Investigating and solving customer service complaints.
• Assisting the manager with development and implementation of policies and explaining these to staff and customers.
• Assisting with the part management process and overseeing daily transactions
• Conduct meeting with Manager to discuss about process improvements and issues.
• Maintain in-depth working knowledge of the company’s brands, systems, and processes.
• Directly handle contacts across all channels (phone, email, chat and social)
• Performing additional duties where needed

Competencies, Abilities and Educational Requirements

• High School Diploma or GED equivalent
• 3 years’ work experience in similar position at a supervisory level
• Strong Problem-Solving skills
• Excellent Verbal and Written Communication Skills
• Customer Focused
• Outstanding organizational skills
• Excellent phone etiquette
• Experience using Marketplace portals, Shopify, or PayPal
• Strong keyboarding skills

Certifications and Special Requirements

Strong proficiency in Microsoft Outlook and Office based applications. Zendesk experience preferred but not required. Previous ERP experience is preferred.