Customer Service Supervisor California

Highmark, a subsidiary company of OFS Brands, is currently seeking a qualified candidate to share our vision, values, and commitment to providing superior customer service. This position requires an outgoing individual with the ability to problem solve, solution sell, be extremely organized, and understand that the tasks will vary as the demands of each day change. 
The Customer Service Supervisor reports to the Vice President of Operations and is responsible for supervising all aspects of Customer Service in a fast paced, customer focused, manufacturing environment.  This position will be responsible for effectively executing all activities associated with customer service, safety, training, continuous improvement and personnel policies.  This position is a management position within the organization and requires the drive to sustain and continuously improve the department, policies and relationships with the customers, sales reps and the internal organization.
Duties and Responsibilities:
  • Provides direction, guidance and management to the Customer Service team and is fully accountable for department ownership
  • Ensures all safety standards, systems, policies and procedures are adhered to by the Customer Service team
  • Ensures all personnel policies and procedures are adhered to by the Customer Service team
  • Leads and motivates team members to meet goals and deadlines within the organization and for the Customer
  • Performs supervisory duties without favoritism and completes documentation timely
  • Supervises scheduling and attendance to ensure the optimal department construct that supports the Customer
  • Supervises the technical and functional competencies of the customer service team – including training, development and evaluation
  • Responsible for the department’s ability to resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the correction or adjustment; following up to ensure resolution
  • Works closely with cross functional departments such as Operations, Supply Chain and Finance to ensure all teams meet the needs of our Customer; finds creative solutions to meet Customer needs
  • Oversees a geographic or account based structure for effectiveness and personalization to the Customer within the department and drives improvement in a tribal knowledge environment
  • Works closely with the Sales and Marketing and Operations team to support the demand planning process
  • Attends production meetings to ensure the department is customer driven for the accountability on critical items, warranty and quality
  • Oversees and promotes a positive work environment amongst customer service associates and other cross functional team members that is focused on the customer, builds team and supports company policies
  • Maintains key performance indicators and reports monthly
  • Ability to communicate KPIs and its importance as it relates to the customer, department and organization to the Customer Service team
  • Administers course corrections as required to ensure the company’s corporate objectives are met based on analyzed KPIs and customer statistical data
  • Administers a motivational goals oriented system based on measurements specifically for Customer Service
  • Prepares sales reports by collecting and analyzing customer information and works cooperatively with Sales to meet or exceed monthly corporate goals while increasing customer satisfaction
  • Plans and manages projects assigned within specific time and quality parameters
  • Supports customer service functions as a backup when needed
  • Performs other duties as requested or assigned
Education, Skills and Experience:
  • Experience in a business to business environment
  • Strong sense of urgency and develops creative ways to challenge processes to deliver brand promise
  • Minimum of two to four years tenured experience in Customer Service
  • Supervised a minimum of 4 to 6 people
  • Bachelor’s Degree in a major related to business preferred but not required
  • Ability to be customer focused versus system focused
  • Proven ability to build team within their department and cross functional departments
  • Proven ability to train customer service skills to a department
  • Ability to articulate KPIs or metrics to the Leadership team
  • Proven ability to own and lead department and multi-task
  • Strong de-escalation skills and the ability to train and coach these skills
  • Strong organizational skills in managing multiple projects with a sense of urgency and ability to meet deadlines
Highmark, located in Huntington Beach, CA, offers a very attractive wage and benefit program.
EOE M/F/Disabled/Vet This company is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status
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EOE M/F/Disabled/Vet/LGBT
This company is an equal opportunity employer and makes employment decisions without regard to race, gender, gender identity, sexual orientation, disability or protected veteran status.
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