Oversee the operations of the customer service department, understanding the essential functions of customer service. Ensure efficient, quality customer service is provided at all times.
Maintain a safe, clean work environment; address any unsafe conditions or behaviors
Contribute to customer service department goals and efforts
Maintain and implement work instructions to certify employee product knowledge is up-to-date; coordinate with other departments to ensure accuracy of product parts and procedures
Review and analyze monthly warranty data
Ensure quality standards are followed and corrective action is taken to prevent future errors
Monitor service times and issues to ensure efficient, quality customer service is provided
Conduct customer service department meetings
Empower employees to meet and exceed customer expectations; assist with final decisions when needed
Serve as a positive leader and mentor by exhibiting and instructing desirable behaviors and skill sets
Actively participate in all aspects of human relations including hiring, orientation, training, performance reviews, disciplinary actions, and scheduling; coordinate with Human Resources
Perform the essential job training functions of Customer Service as needed
inspire, motivate, and lead others in utilizing Lean manufacturing tools to deliver results
Organize materials at work station and department according to 6S standards
Perform other related or non-related duties as assigned through on-the-job training
EDUCATION/ KNOWLEDGE/ EXPERIENCE:
Associate’s degree in a business related field or three or more years of supervisory experience; Sales and marketing, technical support experience preferred.
Must have call center leadership experience.
Software Experience: Microsoft Office Suite with emphasis on Excel, ERP Software
Accountability: Accepts responsibility and accounts for his/her actions
Communication: Communicates effectively with others both orally and in writing
Detail Oriented: Pays attention to the minute details of a project or task
Honesty/Integrity: Is truthful and seen as credible in the workplace
Problem Solving: Finds a solution for or deals proactively with work-related problems
Self-Motivated: Internally inspired to perform a task to the best of one’s ability
Frequent lifting of 26 pounds or more, standing, walking, and sitting frequently throughout the duration of shift. Repetitive use of hands and/or fingers; able to reach with hands and arms; and use of vision.
TRUCK HERO Inc., headquartered in Ann Arbor, MI is a fast-growing designer and manufacturer of accessories for pickup trucks. We provide pickup truck owners a wide variety of truck bed covers and accessory options including truck bed covers, truck caps and bed liners. Our products enhance the functionality and aesthetics of pickup trucks and enable you to customize and personalize your pickup with... innovative products born from high-quality materials, superior engineering and cutting-edge manufacturing. Truck Hero is recognized as one of the leaders by sales in the pickup truck accessory market. Our brands include: Extang, TruXedo, BedRug, UnderCover, Advantage, Retrax, BAK Industries, A.R.E., N-Fab, Husky Liners and Rugged Liners.