Customer Service Supervisor / Manager in Winston Salem at Liberty Hardware

Date Posted: 5/4/2018

Job Snapshot

Job Description

As a growing Masco company, Liberty Hardware Mfg. Corp. has built its reputation by offering high quality decorative and functional hardware products. Our product lines include bath hardware, bath safety, shower doors, decorative and functional cabinet hardware, hooks, hook rails and wall plates and are available under the Liberty, Delta, Brainerd, and Franklin Brass brands.

We offer our extensive line of hardware products through retailers (including The Home Depot, Lowe’s, Menards, Target and Walmart), online (including, kitchen and bath design showrooms, builder and hospitality, and original equipment manufacturer (OEM) distribution channels across the country.

Liberty has a unique organizational culture that employees cite as one of the things they like most about working here. One of the reasons for this is that we embrace diversity – of people, backgrounds, thinking and experiences. We want our employee population to mirror our communities and consumer population.

We are proud of our talented employees who make up one of the most collaborative and winning teams you’ll find in any workplace! When you join Liberty Hardware, you join a team of professionals who work hard, support each other, and enjoy delivering results that make a real difference for our customers and one another. In the summer of 2017, we were awarded certification as a Great Place to Work! While this certification recognizes our complete package of benefits, compensation and employee programs, it is our people and teamwork that truly make Liberty Hardware great. #GreatPlaceToWork #LibertyHardwareTeam

Key Responsibilities:

  • Responsible for overseeing the Customer Care group and ensuring the company delivers the highest level of customer care possible. Manages a team of customer care representatives who enter orders and take calls.
  • Handle as assigned escalated claims. Communicate with the customers regarding the claims process.
  • Maintain a claim database with pertinent information
  • Liaison with Masco Legal regarding escalated claims.
  • Prepare, implement action plans regarding customer service productivity, quality and standards
  • Pricing overrides when appropriate.
  • Ongoing product knowledge in order to respond to technical inquiries.
  • Knowledge of systems – including how orders flow, PKMS, JDE.
  • Monitor and track customer care calls/orders for quality.
  • Hold team accountable for customer care metrics and deliverables.
  • Maintain and monitor
  • Ensure ongoing product training for customer care representatives.
  • Create and maintain department SOPs.
  • Special projects as assigned by the Director of Financial Services/Customer Care.

Supervisory Responsibilities:

  • Manages 8 direct reports. Is responsible for the overall direction, coordination, and evaluation of these individuals or functional units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Has the authority to direct the employee’s daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews.

Education/Experience Requirements:

Bachelor's degree (B. A.) from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience.