D2C Sales & Service Supervisor-1

SUMMARY

This is a unique opportunity to join our growing Customer Care and Consumer Engagement Team as a D2C Sales & Service Supervisor. This role combines elements of customer service, relationship management, sales, and post service experience. You will serve as the main point of contact for our Online / eCommerce direct consumers and help drive our internet sales while building a loyal consumer following.

TYPICAL DAY AT WORK

As a D2C Sales & Service Supervisor, you will be responsible for leading a team in achieving and maintaining effective & ongoing sales support and consumer service, including consultation and resolution services that encompass the entire purchase order to fulfillment and related service process. You will work tirelessly to help us continue to "Shape Living for the Better" while building lasting relationships directly with our online, digital, and phone consumers.

The primary goal of this role is lead and develop a team to anticipate consumer needs and provide peace of mind during the purchase and lifecycle of the consumer journey. If you get your energy from problem-solving, providing a WOW consumer experience, selling major home appliances, and turning any situation into an incredible consumer journey, then this is the role for you.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Lead a team of representatives responsible for achieving and maintaining effective & ongoing sales support and consumer service, including consultation and resolution services that encompass the entire purchase order to fulfillment and related service process.

* Create and foster successful selling techniques and processes to support the team with qualifying consumers, developing interest, and closing sales of major appliances, accessories, consumables, ESAs, etc. through a variety of channels such as phone, outbound follow-up calls, chat, text, and social media.

* Have a strong understanding of all major and minor product and service categories. Be a product expert that listens and understands each consumer's needs and can provide real, effective solutions while delivering exceptional customer service. Provide knowledgeable answers and support for questions related to products, pricing, service agreements, warranties, website, availability, back-office functions, and more.

* Lead team to exceed daily, weekly, monthly, and quarterly goals in all targeted key metric categories such as: sales, quality, consumer satisfaction, answer rate, attendance, adherence to schedule, service call avoidance, average handle times, resolution, etc. Prepare monthly reports summarizing the assigned customer service team's performance.

* Engage cross-functionally with key stakeholders such as Last Mile, Operations, IT, Sales, and Marketing to drive improvements in the end-to-end consumer experience.

* Leverage voice of the consumer to identify and make recommendations to elevate the business, utilizing a continuous improvement and innovative mindset. Ensure all interactions with the consumer are aligned with company values and raises the bar for what is possible in our evolving approach to world class service.

* Create and document standard operating procedures for all areas of the consumer journey, including escalation paths, inventory inquiries, site navigation, returns and exchanges, etc.

* Provide daily supervision and direction to a team of representatives in a fully remote environment. Give coaching, feedback, and annual performance reviews as well as formal corrective action. Build a culture

where openness to receiving direct positive and constructive feedback while moving with sense of urgency to root out consumer issues is paramount.

* Monitor consumer orders, flagging potential issues, and work with partners to provide alternative solutions.

* Ensure that team members adhere to published policies, procedures, and guidelines and are informed about changes to company products and services.

WHO YOU ARE

* You are detail-oriented; able to effectively manage multiple tasks and deliver in a fast-paced environment.

* You have excellent verbal and written communication skills.

* Practices and maintains the highest standards of professionalism when interacting with consumers (internal & external), team members, and leadership.

* Strong problem-solving and critical thinking skills, the ability to weigh all your options and choose best when you must make a decision or solve a problem.

* Strong time management and follow-up skills are a core part your repertoire.

* Demonstrated interpersonal skills.

* You are flexible and adaptive to internal processes and change, delays, or unexpected events.

* You have innate curiosity and a drive for continuous improvement.

* You have strong listening skills and can listen well to understand others.

* You possess solid level knowledge of our products and services, along with a demonstrated ability to identify areas of opportunities, understand priorities, deliver on KPIs, and complete assignments positive results.

REQUIRED QUALIFICATIONS

* High school diploma/ GED. Preferred 4-year degree

* Five (5) plus years of experience in Sales or eCommerce and Customer Service in a contact center

* Experience with back-office functions

* Ideal candidates should exhibit excellent interpersonal, listening, and selling skills.

* Strong verbal and written communication skills a must

* Computer proficiency in Microsoft Word, Excel, Outlook, and PowerPoint

* SAP or similar workforce systems knowledge and experience

* Ability to navigate between multiple and concurrent applications.

* Ability to take initiative and effectively adapt to ongoing changes.

* Proficient in time management - the ability to organize and manage multiple priorities.

* Obsession with consumer delight and a proven history of continually elevating consumer experience standards

* Willingness to roll up your sleeves and do 'whatever its takes' for the consumer.

* You are hungry, have an immense work ethic, and are excited by ambitious goals.

PREFERRED QUALIFICATIONS

* Ability to solve complex problems while multi-tasking to accomplish your goals.

* Willingness to work days, evenings, weekends, and holidays.

* High EQ and IQ, with a knack for working well with different types of people - you excel at situational awareness and building trust.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone. The employee frequently is required to walk and sit. The employee is occasionally required to stand. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.