Job Description

About Fellers, LLC

Since 1986, Fellers has been a reliable source of sign and graphics films, color change vinyls, and supplies for printers, sign makers, and installers across the U.S. In 2021 Fellers was purchased by APG, a San Francisco based Private Equity firm. Since this time, Fellers has invested heavily in their business and has expanded into new growth segments including automotive window tint, paint protection film, printing and finishing equipment, tools, and film-cutting software. Fellers is the trusted leader in delivering speed, service, and selection to our customers. This is backed by a national network of warehouses, stocked with industry leading brands and a competitive proprietary branded product offering. Additionally, Fellers has a dedicated sales team which is supported by best-in-class customer service and technical support professionals to deliver superior service.

Come Join Fellers!

We are looking for an experienced Customer Service Supervisor to join our team!

About the role

The Customer Service Supervisor will be responsible for leading the customer service team to ensure the overall success and satisfaction of our customers. You will assist in building and nurturing customer relationships, driving customer adoption and retention, and maximizing customer lifetime value. Your focus will be on supporting the execution of customer success strategies, implementing best practices, and driving organizational alignment to achieve customer service objectives.

What you'll do

• Support scheduling and optimize workforce management to meet service level targets and ensure adequate coverage during peak periods
• Lead, mentor, and supervise a customer service team
• Provide ongoing coaching and feedback, and conduct performance evaluations
• Foster Team development through effective coaching, positive motivation, clear communication of objectives and ongoing skills/product training with regular informal and formal feedback sessions
• Provide guidance and support to team members in managing customer relationships and resolving escalations
• Assists in successful resolution of escalated customer issues
• Support the development of team members with a focus on maintaining and building customer relationships
• Utilize customer service metrics, goals, and key performance indicators (KPIs) to measure and track team and individual performance
• Assist in identifying opportunities for process improvement and drive initiatives to enhance the customer service function
• Collaborate with other departments, such as sales, marketing, operations and product, to align customer service efforts with overall company goals, driving employee development and mission alignment
• Additional responsibilities as assigned
  
  

Education and Experience:

• 5+ years in customer service, contact center experience a plus
• 2+ years of call center supervisor experience is a must
• Proven team building experience
• Strong customer relationship management and communication skills
• Proven ability to collaborate and influence cross-functional teams
• Results-oriented with a focus on customer satisfaction and business growth
• Strong organizational and project management skills
• Proficient with Microsoft Office Suite

Physical Requirements:

• Work from office/attend meetings in corporate setting
• Ability to focus on computer monitors for extended period
• May work from a seated position for extended periods

Work at Home Requirements:

• Quiet and professional workplace free from noise (kids, pets, etc.)
• High speed internet access, wired to employee's residence, with minimum speed of 50 mbps
• A chair and flat surface or desk to work from