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.
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
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 email@example.com - Subject line “Direct Marketing Customer Service Supervisor– Job 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.