Direct Marketing 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

• Bachelors Degree in Accounting/Finance
• 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 - Subject line “Direct Marketing Customer Service Supervisor– Job Code 2015-25” or log onto our website at 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

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