Operations Supervisor - Order and Customer Service

Job Description

Job Description

Role and Responsibilities

The Operations Supervisor-Order Services provides streamlined, single point of contact communication efficiency between our customers and several operations teams. They oversee a team of Order and Customer Service Representatives, ensuring the Arizona Appliance and Home brand is synonymous with excellent quality and service.

• Follow and enable a culture where Arizona Home and Appliance Core Values come to life.
• Effectively supervises and leads a team , serving as the main point of communication between them and the Operations Manager.
• Executes business strategy provided by company leadership.
• Assists Operations Manager in establishing performance standards, recommending, and implementing changes, along with feedback on strategy effectiveness.
• Develops and maintains effective business relationships with Appliance Leadership.
• Proactively identifies and addresses scheduling conflicts, delays, and issues promptly to minimize disruptions to project timelines.
• Responsible for training, coaching and performance management (including one on ones) for direct reports.
• Works with Operations Manager to drive productivity, accountability and assists in corrective action when appropriate.
• Conduct regular audits of the ticketing system, closing out completed requests and reminding team members if they have something open.
• Guide team members and sales department with questions regarding already replaced orders.
• Proactively helps team members handle upset customers, maintaining effective de-escalation between all parties.

Qualifications and Education Requirements

• A minimum 2 years of management/supervisor experience
• Fundamental PC skills, especially knowledgeable in Outlook, Excel, Teams and Word.
• Excellent organizational, time-management and decision-making skills.
• World class leadership and communication skills, with the ability to adapt to a variety of audiences.
• The ability to develop, implement and assess performance metrics.

Preferred Skills

Previous experience supervising remote teams.

Additional Notes

This position is office based, typically sitting at desk -requiring dexterity to be able to utilize phone, computer, and manuals, binders