Customer Service Order Management Supervisor

Company Description:

Come Join the HC Brands Family!

We are a fast-growing e-commerce manufacturer & fulfillment center of customized & personalized products located in Jacksonville, Florida. We have two additional fulfillment centers located in Salem, MA and Austin, TX.  In just five years, we have grown from approximately 30 employees to over 100. We believe in having fun, growing the business, developing leaders, and giving back to the community.

If you are looking for a career change and a place where you can make a difference, then HC Brands is where you need to be.

JOB ROLE & RESPONSIBILITIES

Day-to-Day Responsibilities

Supervisor responsibilities include but are not limited to: 

• Manage departmental performance by defining and measuring performance standards in order to optimize productivity and capacity.

• Identify any opportunity for and implement process improvements, service enhancements, or technology enhancements.
• Look to reduce expenses through improved technology builds, process changes, and increased operating efficiency opportunities.
• Ensure the line of business is operating at peak operating efficiency and service quality as agreed upon with the VP of Customer Service
• Produce and present senior level reporting that represents the team results or deficiencies.
• Set individual performance goals and provide coaching and feedback through a formalized process; create development and training plans as needed.
• Aid the annual compensation cycle for the team by making recommendations to the VP of Customer Service, substantiating those recommendations and communicating appropriately.

• Lead process redesign reviews and initiatives.
• Analyze, document, and make recommendations for changes to existing or new business processes.
• Review and manage performance metrics to ensure service levels are met.
• Meet or exceed labor efficiency targets. Manage overtime utilization.
• Identify and control deficiencies/gaps and implement solutions to minimize operational risk.
• Align and manage team resources to accomplish KPI, key priorities and objectives.
• Network and collaborate within the organization to resolve issues.
• Create and maintain a team that is focused on delivering premier customer service and owning their issues to resolution.
• Ensure that adequate staff coverage is available at all times to manage the daily processes and call volumes.
• Track and manage outstanding customer issues to ensure a timely resolution.
• Keep team knowledge current on all new functionality, technology, and product roll outs.
• Proactively manage staff development and training; deliver performance coaching, provide feedback and complete formal quarterly discussions for team members.
• Resolve employee issues through proactive employee engagement and problem solving
• Provide KPI reporting to VP of Customer Service
• Investigate root cause for remakes and returns and solve to close gaps.
• Review, approve timecards for accuracy. Administer the company’s Reliability policy consistently and uniformly.
• Actively participate in process improvement projects to improve efficiency, service level and general effectiveness in the Customer Service Order Management group.

JOB QUALIFICATIONS & EXPERIENCE: (preferred but not required)

• Customer orientation and demonstrated ability to build collaborative relationships.
• Energetic leader with demonstrated strength in managing multiple tasks simultaneously and success leading teams producing optimal results.
• Results oriented and tenacious: a proven ability to influence senior leadership
• Able to communicate clearly and concisely in all aspects of the job and with multiple audiences in mind.

• Strong interpersonal skills, ability to resolve conflict. 
• Demonstrated leadership skills and ability to lead, inspire results, direct and motivate staff with integrity. 
• Computer proficiency to include PowerPoint, Visio, Word and Excel
• Strong verbal and written communication skills. 
• Proven analytical skills. Proven ability to utilize logic and systematic processes to analyze and solve problems.  Well-developed problem-solving skills necessary to research and trouble shoot issues.
• High volume production environment and / e-commerce background.
• Comfortable and capable in decision making with a bias for action.
• College degree or equivalent experience. 
• Minimum 2-3 years direct management experience of teams consisting of 10 or more non-exempt employees.
• Business system and / or ERP experience in order management and inventory management highly desirable.
• All candidates must successfully pass a skills assessment exam and management internview.

JOB DUTIES & REQUIREMENTS:

• Excellent Communication skills, both written and verbal
• Ability to prioritize and handle multiple tasks.
• Excellent organizational skills
• Directly supervise employees.
• Work outside of normal hours as needed.
• Office equipment & software used: Personal computer, printer, copier, Microsoft Office Suite, Corel Draw, Google Sheets and other software as required.
• Must have a can-do attitude and be team oriented.
• Self-motivated and able to follow and communicate instructions independently.
• Manufacturing experience a strong plus.

Why join the HC Brands team?

• Fantastic compensation and benefits package
• Passionate people who love to work here!
• Company events such as baseball games, bowling nights, and more
• Volunteer opportunities to give back to our community.
• Numerous opportunities for internal career growth and promotion
• Every team member can submit creative ideas that have the potential to impact our business