Customer Service Rep. Supervisor (In-Training) Position Available In Montgomery, Tennessee

Customer Service Rep. Supervisor (In-Training) Troy Industries – 3.3 Clarksville, TN Job Details Full-time $19 – $23 an hour 4 days ago Benefits Health savings account AD&D insurance Paid holidays Disability insurance Health insurance Dental insurance 401(k) Paid time off Employee assistance program Vision insurance 401(k) matching Employee discount Life insurance Qualifications Management Sales Customer service ERP systems Complaint handling Mid-level Microsoft Office 3 years Supervising experience Bachelor’s degree Manufacturing Leadership Communication skills Full Job Description TROY is known worldwide as the foremost manufacturing specialist in reliable, innovative, top-quality small arms components, accessories and complete weapon upgrades. TROY firearms and platforms are produced to the same, stringent specifications all TROY products are held to. We pride ourselves on fostering a collaborative and forward-thinking work environment that encourages creativity and professional growth. As we continue to expand our operations, we are seeking a highly motivated individual to join our Customer Service team. Job Overview We are seeking a dedicated and experienced individual that has the desire to be trained to lead our customer service team. The ideal candidate will possess leadership skills and a passion for delivering exceptional customer service. This role involves managing daily operations, ensuring customer satisfaction, and fostering a positive work environment. The Customer Service Supervisor will also be responsible for analyzing performance metrics and implementing strategies to enhance team productivity. This position is a role that will require product and systems training.

Supervisory Responsibilities:

• Assists with recruiting entry-level customer service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Reviews, coordinates, and ensures full-life cycle of customer orders (reviews ERP systems for past due, current and future orders to ensure all areas of the facility are prepared and can facility the order life-cycle).
• Monitors or reviews calls or other correspondence between representatives and customers.
• Collaborates with other departments to streamline CS operations.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Marketing & Sales or other appropriate staff.
• Assists with budget preparation for the Customer Service department.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent management and supervisory skills.
• ERP experience.
• Manufacturing experience.
• Understanding of order life cycle.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

Education and Experience:

• Bachelor’s degree preferred.
• At least three years of customer service experience required.
• Previous Manufacturing experience required.
• Previous experience with ERP systems strongly preferred.
• Previous experience in sales preferred.
• Previous experience in a supervisory role preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times with assistance.
• This position is in a manufacturing environment.
• Travel up to 20%.

We strongly encourage veterans and the families of service members to apply. Veterans bring unique skills and experiences to the workforce. We will consider military service as comparable to work experience and education in our employment decisions.

OUR BENEFITS

We know how important your health and wellbeing are to you. TROY supports all aspects of the individual – self, health, wealth and community. We provide benefits for you and your family members.

Our benefits include:

Medical, Dental, Vision, 401(k) Retirement Plan + company match, Company paid; life insurance, AD&D, STD and LTD, Vacation time, plus 8 company paid holidays, Plus more!

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time position. Typical days and hours of work are Monday through Friday 8:00 am-5:00 pm. TROY positions hours are subject to change based on TROY management decision. TRAVEL No travel is required for this role.

DISCLAIMER

Please note this job post is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

AAP/EEO STATEMENT

It is our policy to provide equal opportunity to all qualified individuals without regard to their race, color, religion, national origin, age or sex in all personnel actions including recruitment, evaluation, selection, promotion, compensation, training and termination. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties.

Job Type:

Full-time Pay:

$19.00 – $23.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Vision insurance

Schedule:

8 hour shift Day shift Ability to

Commute:

Clarksville, TN 37040 (Required)

Work Location:

In person