Customer Service Supervisor

South Bend, Indiana
Customer Service
11-30-2018
South Bend, IN
Depends on Experience  Hourly
Full Time
First Shift

Join the winning team and enjoy work/life balance!

We are searching for a dedicated, supportive Customer Service Supervisor who can coach and motivate Customer Service Representatives as they field calls from customers.  The Customer Service Supervisor hires employees and assists in the training process, ensuring that every associate is well prepared for their calls. They will continue to support associates after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. To succeed as a Customer Service Supervisor, you should be focused on helping your team build necessary skills and knowledge so they can better support customers.  You should be supportive, communicative, analytical and attentive.

We are the largest supplier of waffle mix in the United States for the best hotels, universities, restaurants and theme parks.   Golden Malted® Waffles are also enjoyed throughout the world. Our waffles are distributed to several countries including Australia, Canada, England, Germany, Greece, New Zealand, South Africa and Sweden.

Great benefits include medical, dental, life, paid time off and 401k plan.

Additional responsibilities:

  • Hiring, training, and preparing customer service representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Monitoring calls for quality assurance and improvement.
  • Answering associate questions regarding best practices or difficult calls.
  • Identifying operational issues and suggesting possible improvements.
  • Devise ways to optimize procedures to ensure a friendly and motivated work environment.
  • Monitoring and evaluating associate performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Analyzing data to assist management as they determine customer service goals.
  • Working with other supervisors and management team members to support associates and maximize customer satisfaction.

Education/Experience:

  • Minimum of 2 years customer service experience 
  • Prior supervisory experience
  • High School Diploma or equivalent

Required Skills:

  • Proficiency with technology, especially computers, software applications, and phone systems.
  • Exceptional verbal and written communication skills.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Excellent problem solving, leadership, and customer service skills.
  • Analytical, efficient, and thorough.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Golden Malted® will continue to recruit the best talent and provide an environment in which our employees can succeed.