Interline Brands, Inc. (“Interline”) is among the nation’s largest distributors and direct marketers of specialty maintenance, repair, and operations (MRO) products, both branded and private label. In 2015, Interline was acquired by The Home Depot®. It stocks more than 100,000 plumbing, janitorial, electrical, hardware, heating, ventilation, and air conditioning (HVAC); and other MRO products, from more than 3000 suppliers worldwide. Products and value-added services are sold to more than 175,000 active customers, including facilities maintenance customers, professional contractors, and specialty distributors.
Key end-markets include multifamily housing; health care institutions; educational organizations; lodging; plumbing, mechanical, and HVAC contractors; locksmiths and hardware stores. The company operates more than 70 distribution centers / branches and four regional replenishment centers across the United States, which facilitates reliable same-day or next-day delivery service to 98% of the U.S. population.
Interline employs a multi-dimensional sales model to drive market share gains, utilizing the following primary channels: field sales representatives, telesales and direct marketing including online websites, catalogs, business-to-business selling portals, and fliers. With a unified operating platform, the company can sell the same product to various customers utilizing different pricing schedules and different service models, depending on the needs of each customer.
If you want to join a dynamic organization where leadership strives to put their best foot forward with their employees and their clients, come join the Interline Team!POSITION PURPOSE
This posiiton handles a variety of work arising from supervising the CSR team and Team Leaders. Supervisors manage the day-to-day operations of the contact center including staffing, performance management and meeting departmental goals. The Supervisor will need to demonstrate high proficiency in all product taxonomies and all IBI Brands.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
Monitor and schore calls; coach all CCR levels
Manage, train, and mentor call center Team Leaders and guide multi-brand CSR s to execute job duties
Assist in organizing and directing daily activities of center operations.
Resolve problems and complaints, monitor CSR and center performance
Assist in planning, scheduling, staffing, training, performance, and disciplinary reviews
Manage Service Levels & CCR phone adherence
Complete Performance Appraisals
Successful delivery of Special Projects
Contribute to all aspects of the hiring process
Day-to-day management of the contact center
Handle disputes & escalated issues
Independently learn Product and End Markets
Effectively manage and prioritize work
Contribute to building a positive team environment and keeping morale high
Support the Team Leaders in meeting monitoring goals
Train policies and procedures (and have the ability to travel as needed)
Become certified in 2 systems and all IBI Brands
Assist in providing special pricing to the sales department
Provide special handling for orders and credits
Other duties as assigned
NATURE AND SCOPE
The Customer Service Supervisor position reports directly to the Customer Service Manager.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 2 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
4+ years call center experience preferred
Knowledge, Skills, Abilities and Competencies: Desire to train, motivate and inspire staff by example
High School Diploma or equivalent
Strong computer and typing skills
24 months at any CCR level and some management experience
Web Support training completion
Trained in Key Accounts
Trained in all IBI Brands and all systems
Data Entry (5,000 - 6,000 key strokes per hour)
Microsoft Office knowledge
Strong analytical skills
Ability to multi-task
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.