_SUMMARY:_ The Customer Service Supervisor is responsible for providing guidance to team members in a high volume call center environment and for performing all tasks related to customer information, processing orders, and following up to ensure customer satisfaction. Reporting to the Customer Services Manager this position requires a hands-on approach and the ability to cover West Coast hours as necessary (10:30am - 7:00pm EST). _OBJECTIVES:_ 1. Coach and lead employees on the Customer Experience team to deliver outstanding business results and customer experience that meet or exceed established metrics 2. Participate in the development, motivation and training of personnel and manage direct reports in accordance with company policies _DAY-TO-DAY RESPONSIBILITIES:_ * Ensure all KPI's goals are met and new processes/procedures are communicated in a timely manner and consistently enforced * Actively lead team's performance and provide timely, constructive feedback to group and individual team members for improvement on quality, performance and caller experience * Resolve complex business and employment situations or questions that arise within the group and the department * Positively contribute to the leadership of the AMI Customer Service management team through continuous improvement, talent management and process execution * Learn all product offering, east, west and siding * Create a positive work environment and encourage continuous improvement and personal growth _KEY RELATIONSHIPS:_ * External Customers - Builders and Contractors * Sales team * Manufacturing * Quality * Engineering * Supply Chain _EDUCATION AND EXPERIENCE:_ * Requires a minimum of 3 years of successful supervisory or team lead experience in a customer focused environment * High School degree or equivalent required, Associates or Bachelor's degree preferred * Demonstrated excellent communication skills oral and written with a track record of building positive relationships with other functional departments * Experience proactively identifying and resolving employee issues and concerns * Demonstrated proficiency with MS Office Suite, Excel All your information will be kept confidential according to EEO guidelines. Recruiters: Please note that Associated Materials, Alside and any of its affiliated companies does not seek or accept unsolicited resumes or offers of recruiting service associated with any published or unpublished employment opportunities. Any unsolicited information sent to AMI or any of its employees will be considered as unencumbered and free from any fee or charge whatsoever. Only members of our Human Resources Team have authority to engage or authorize recruiting services. Any questions regarding recruiting services of any kind must be sent to jobs at associatedmaterials dot com
