Customer Service Center Supervisor (Wholesale)

Job Description

• Direct and monitor the team to ensure effectiveness and efficiency in processing customer sales and answering customer program and product questions; work in collaboration with the wholesale locations and outside sales representatives to provide an exceptional customer order processing experience
• Answer incoming calls, process online orders from our web ordering system, answer questions on customer AR accounts, educate customers on product lines, warranties, and program details, and work in conjunction with the wholesale locations
• Serve as a product expert; complete certification with all core vendors (i.e. Hankook, Cooper, Falken, and Kumho)
• Identify and communicate issues to managers, outside sales, and BDM’s
• Consistently meet or exceed personal and team KPI’s
• Provide ongoing training and mentoring to the team to enhance selling skills and to ensure the team has the required knowledge necessary to effectively help customers
• Focus on collections and provide consistent communication with the Accounts Receivable team and each location regarding past due accounts.
• Other duties as assigned

The Customer Service Center Supervisor is responsible for providing daily direction and support to the team ensuring they have what is needed to provide guests with accurate information and timely resolutions regarding sales opportunities. This position operates under the direction of the Customer Service Center Manager.

Qualifications

High School Diploma or equivalent and a minimum of 2 years customer service experience (call center experience preferred) in the automotive industry, or the equivalent combination of education and experience.

• Excellent verbal and interpersonal communication skills with the ability to speak effectively to customers and management in person or over the phone
• Excellent written communication skills with the ability to write routine reports and correspondence
• Ability to take initiative in identifying problems, collecting data, and establishing facts in order to produce practical decisions and solutions
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram formats
• Strong guest service skills with the ability to respond effectively to the most sensitive inquires or complaints
• Basic math skills
• Ability to effectively coach, mentor and develop teammates in areas of expertise
• Working knowledge and utilization of Microsoft Office applications with the ability to learn new and existing company specific software

This job operates in a call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners and fax machines.

The position requires extensive phone usage and requires the ability to see, hear, and speak.

Flexibility required to work evenings, rotating Saturdays and rotating holidays.

Additional Information

• Health Insurance
• Dental Insurance
• 401K Retirement Plan with Company Match
• Paid vacation
• Paid Holidays
• Employee Discounts
• Career Development

Monro, Inc. is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard torace, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.