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The Customer Operations Supervisor 's focus is to serve the needs and fulfill the expectations of Life Fitness Customer's. Responsible for supervising, training, mentoring and coaching Order Management Specialists in attainting best customer service possible. The Customer Operations Supervisor will ensure that thru proper hiring, training, and mentoring, order management reps are able to manage all aspects of the orders.
PRIMARY RESPONSIBILITES:

• Hires, trains, and mentor's a team of 8 - 15 Sales Support Specialists.
• Ensures proficiency in the process of entering, scheduling, and making available to ship all sales orders.
• Establishes Key Performance Indicators. Monitor and analyze performance against KPI's and maintain proper performance documentation.
• Identifies and Isolates areas where improvement is needed both in performance and process. Works to develop training to overcome weaknesses while improving strengths.
• Maintains a positive attitude and fosters a positive, growth focused working environment. Drive a collaborative, innovative, autonomous, and inclusive culture.
• Establishes and maintains communication standards with Customers, internal departments as well as inside and Outside Sales Reps.
• Using extensive problem-solving skills, manages and resolves escalations within the Customer operations organization quickly, efficiently and in the best interest of the company while remaining customer focused.
• Works directly with Director, and Sales managers in communicating accurate order status and Sales Goal tracking on a Monthly basis.
• Keeps informed of new products and services, along with new processes and procedures. Actively seeks out way to improve efficiency through new tools or processes.
• Works to ensure that thru proper and timely process and procedure all efforts are made to meet and/or exceed the Customer Expectations as well as Revenue goals.
• Run and analyze reports and provide needed information to Director. Utilize reporting to manage teams KPI's as well as ensure process adherence. Provide consistent feedback in monthly 1:1's with team to ensure performance standards and to manage deficiencies.

QUALIFICATIONS/SKILLS REQUIRED:

• 7+ years in an order management, customer service, sales support role.
• 2-5 years supervisory experience
• Proficiency in Microsoft Office Suite (focus in Excel, PPT & Word)
• Strong written and oral communication skills.
• Proven decision-making and critical thinking skills.
• Strong customer service, analytical and Oracle ERP skills.
• Ability to multi-task and prioritize in a fast-paced, high stress environment.
• Proven leadership presence and abilities.

Education

• BA/BS preferred.

Want to take the next step in your career?
Life Fitness takes pride in our talented employees and believe in providing opportunities for further growth and advancement. We encourage you to test your strengths, push your limits and unleash your potential.
If you feel the open position you see is right for you, we invite you to apply.
Learn more about us here.
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