Rockler Companies, Inc.
  • Call Center
  • Medina, MN, USA
  • Full Time

Our customers love us and so will you! Rockler is a family-owned business that helps woodworkers and do-it-yourselfers create amazing projects out of wood through innovative products, education and advice.

Do you enjoy coaching and mentoring others to deliver outstanding customer experiences? Do you enjoy solving problems and improving processes? Are you good at turning negative customer experiences into positive ones? If so, this may be the perfect job for you!

Rockler is seeking a full-time Customer Service Supervisor to manage, monitor and motivate a team of customer service agents who are answering customer emails, chats, social media messages and phone calls as well as entering, auditing and processing orders and other transactions.

Successful applicants will have the following talents:

  • Ability to schedule staff, monitor service levels and make sure all assigned tasks are completed during shifts.
  • Ability to learn, understand and train staff on company policies, operating procedures and systems.
  • Ability to monitor staff performance and provide coaching and remediation as needed to ensure policies and procedures are followed, and customers receive excellent experience.
  • Ability to write and model professional email, chat and text responses to customers using good grammar and spelling.
  • Ability to speak clearly with customers on the phone in a patient and friendly manner, and coach staff to do the same.
  • Ability to look up and research orders, products or customer information in computer systems or website to become an expert in our systems and processes.
  • Ability to listen to customers, empathize with them and find solutions to problems they may be experiencing.
  • Ability to train and coach staff on how to promote additional products the customer may be interested in.
  • Actively contribute constructive ideas and input on improvements we can make.

Qualifications

  • High school diploma or equivalent. Additional post-secondary business/management education preferred.
  • At least two years of previous customer service experience, with lead or supervisory experience preferred.
  • At least intermediate Microsoft Office skills.

Compensation and Benefits:

  • Competitive market salary and bonus program
  • 401K Retirement Account with company match when worked hours have been met
  • Employee discount
  • Competitive benefit package to include medical, dental, vision, life insurance, PTO, paid holidays, float days, and several other voluntary benefits

Equal Opportunity Employer/Male/Female/Disabled/Veteran

Rockler Companies, Inc.
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