Customer Service Supervisor

W. Atlee Burpee & Co. is the leading retail/mail order distributor of seed and gardening supplies to the American home gardener. We have an immediate opening for a Customer Service Supervisor. This position ensures that Direct Marketing Customer Service Team handles all customer phone calls, emails & orders in a professional and efficient manner. This position is also responsible for all Direct Marketing administration as well as special projects needed by the company.

  
Key Responsibilities:

  • Responsible for the management of all Customer Service personnel (Full Time, Seasonal & Contract employees).
  • Responsible for the supervisory operations of the Customer Service Department including; customer phone calls, orders, returns, mail order processing and email communication.
  • Ensures that all Customer Service employees demonstrate positive and professional conduct when handling customers. Monitors phone calls and customer emails. Responsible for Customer Service employee staffing, scheduling and payroll.
  • Responsible for all Customer Service employee training, department communication, employee reviews & discipline.
  • Responsible for reviewing & reporting all online & DAX technical, product & promotional issues to the web & IT team as they occur.
  • Manages the execution of Direct Marketing administration projects (ex: order releases, inventory management, pricing, drop ship orders)
  • Manages all communication with the Shipping Team (DMF & Nursery) and reports & documents shipping issues, delays & damages as needed.
  • Manages the Customer Service toll free numbers to ensure the system is working correctly and reports issues as needed to the IT Department.
  • Handles all escalated Customer Service issues for the Customer Service team & Senior Executive team.
  • Modifies weekly work schedule during the Busy Season to fit department staffing needs.
  • Advanced understanding of all internal system processes & procedures.
  • Advanced understanding of Gardening & our Direct Marketing products.
  • Develops, writes and documents SOP’s and training materials for the Customer Service Department as needed.
  • Ensures all incoming company mail is sorted and distributed daily.
  • Additional Projects as assigned by the Customer Service Manager/Direct Marketing Team

Qualifications:

  • 3-5yrs of prior supervisory experience in a call center/customer service setting.
  • Bachelor’s degree preferred but not required.
  • Strong leadership, analytical and task management skills.
  • Excellent verbal and written communication skills.


If you meet the requirements and qualifications, please email your cover letter with salary requirements, and resume to hr@burpee.com - Subject line “Direct Marketing Customer Service SupervisorJob Code 2017-17” or log onto our website at www.burpee.com and click on “employment link”.  COVER LETTERS/RESUMES WITHOUT REQUESTED INFORMATION WILL BE CONSIDERED LAST.   NO PHONE CALLS PLEASE.  Un-qualified candidates need not apply.  Equal Opportunity Employer.