Sales/Service Support Supervisor - Remote

   The Sales/Service Support Supervisor leads OpticsPlanet Sales Force and Product Experts teams in Customer Care to apply exceptional technical product knowledge to increase sales opportunities with external customers and provide professional support to internal teams. The Service Support Supervisor primary responsibility is to the daily operations and to ensure team members provide the experience our customers and our company expects.  This position reports to the Manager, Customer Care, and has a key role in aiding the strategic development of their areas of focus. The Sales/Service Support Supervisor learn and refine management core competencies within Customer Care and serve as a champion of our internal philosophy of customer service and lead by example. The Sales/Service Support Supervisor is responsible for hiring, coaching and discipline, reinforcing training, motivating to high-quality performance, and retaining a team of professional experts that answer inquiries courteously and promptly.  The Sales/Service Support Supervisor works closely with Customer Care Management to ensure that company policies are followed, and service levels, sales conversions, and revenue targets are met or exceeded.   Individuals in this position work very closely with operational, human resource, product intelligence, and merchandising supply chain clusters, among others.  

 

Duties & Responsibilities

The primary responsibilities of the Sales/Service Support Supervisor are:

• Ensuring adequate coverage in proportion to expected work volume, and delegating responsibilities to appropriate staff to ensure service levels and response time goals are met
• Monitoring all hourly, daily, weekly, monthly, and quarterly KPI’s, and coaching through data-driven reporting on an individual and team level to achieve goals and successful performance
• Reporting staff performance, both quantitatively and qualitatively, to identify areas for improvement, recognition, and development
• Responding to and addressing all employee escalations including customer-facing and internal and bring to Customer Care Management attention when needed 
• Hiring high-quality Experts by following approved interview techniques and partnering with management and Talent Acquisition 
• Providing appropriate training and partnering with Training team for new employee training and continuous, ongoing training for current employees, including acting as a point person for training technical product knowledge to Customer Care or other clusters and updating or developing processes and tools 
• Coaching staff on standard operating procedures and other essential organizational functions
• Motivating individuals and maintaining positive team morale and workplace culture by taking appropriate corrective action with staff and reporting any issues requiring further discipline to the attention of Customer Care Management and/or Human Resources 
• Conducting regular performance reviews to discuss past performance and assign future goals using data-driven metrics
• Organizing and communicating team processes to efficiently utilize resources, drive sales, and operate a balanced, lean labor budget
• Facilitating inter-cluster communication on behalf of Customer Care, when appropriate
• Assisting staff in resolution of complex issues and issues that fall outside of OpticsPlanet, Inc.’s policies
• Maintaining an expert-level knowledge of OpticsPlanet, Inc. products and services
• Demonstrating a strong knowledge of processes and procedures related to the Customer Care Cluster and OpticsPlanet in general
• Communicating and facilitating change by being an advocate for change from the top-down and bottom-up, including filtering information and being open and available to suggestions and feedback
• Assisting customers with service and sales inquiries when needed
• Upholding and promoting OpticsPlanet Inc.’s Customer Service Excellence Philosophy
• Other projects, duties, and responsibilities may be added at the company’s discretion

 

Qualifications, Skills & Requirements 

Qualifications for the Sales/Service Support Supervisor:

• High School Diploma or equivalent required, some college preferred   
• Minimum 4 years’ work experience in a sales and/or product expert position. Experience in an ecommerce or call center environment preferred. 
• Minimum1 year’s work experience in a Team Leader position within Ecentria or 2 years’ work experience in a supervisory position
• Knowledge of, and familiarity with firearms, optics, sport shooting, and hunting is preferred
• Knowledge of, and familiarity with camping, fishing, telescopes and related accessories is a plus
• Intermediate proficiency in MS Office applications (Word, Excel, Outlook) and internet browsers
• Excellent verbal and written communications skills
• Intermediate IT and data analysis skills with the ability to generate and interpret performance-related data
• Strong business math, selling, typing, problem-solving, trouble-shooting, and interpersonal skills 
• Demonstrated leadership skills with the ability to organize and coordinate group efforts
• Demonstrated ability to perform under pressure when dealing with internal/external factors including customers, workload, and human resources
• Excellent telephone presence and ability to maintain strict confidentiality

Benefits

• Medical Insurance from Blue Cross Blue Shield, including HSA, HMO, and PPO options
• Prescription, dental and vision insurance
• Employer-paid life, AD&D and disability insurance
• Employer-paid employee assistance program
• Generous FTO (flexible time off)
• 401k retirement benefits plan with a company match
• Voluntary legal support services, pet insurance & identity theft protection
• Salary commensurate with work experience and education

 

Ecentria is the winner of many prestigious HR-driven awards, including:

• Best & Brightest Place to Work in Chicago, 2021  
• Best & Brightest Place to Work in Chicago, 2020  
• Best & Brightest Place to Work in Chicago, 2019  
• Top Workplace in Chicago (Chicago Tribune Award), 2021 
• Top Workplace in Chicago (Chicago Tribune Award), 2019  
• Top Workplace in Chicago, (Chicago Tribune Award), 2018 
• Best & Brightest Place to Work in the Nation, 2019  
• Best & Brightest Place to Work in the Nation, 2018  

 

Work Location (Remote)

Ecentria and its affiliates are an Equal Opportunity Employer. The Company does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.  Ecentria and its affiliates are Drug Free Workplaces.