Customer Service Supervisor
helenoftroy

Job Info

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Join our Customer Service team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon. Together, we build innovative and useful products that elevate people's lives everywhere every day.

Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

Position: Customer Service Supervisor

Department: Customer Service

Work Location: El Paso, TX, Hybrid (work 3 days onsite)

Hybrid Schedule: Helen of Troy associates enjoy the advantages and flexibility of a hybrid working model, allowing for in office 3 days minimum, and remote 2 days. Any changes to this working model would be communicated accordingly.

What you will be doing:

Orients and trains new Customer Service Representatives. Supervises Customer Service Representatives in their daily tracking of orders and returns, as well as, follows-up on Customer and Sales Representatives calls. Assists with technical questions or complaints. Maintains critical inventory reports, as well as, critical order updates to the warehouse. Evaluates and rewards performance. Tracks and approves employee time schedules.

• Trains and orients users to utilize the ORACLE Order Management System.
  
• Monitors daily workload orders and returns and ensures deadlines are met.
  
• Ensures established processes are followed diligently by auditing e-mails, orders, and returns daily.
  
• Assigns work in case of absence or planned vacation.
  
• Manages territory loads and determines if re-alignment or re-assignments are necessary.
  
• Answers customer service calls.
  
• Assists with both compliance and non-compliance teams to ensure issues are resolved in a timely manner.
  
• Leads all aspects of Customer Service Representatives' work plans and progress. May redistribute work or realign tasks.
  
• Assists and develops metrics to help evaluate performance and sets goals.
  
• Assists in developing ways to reward team members.
  
• Approves and supervises employee times sheets.
  
• Manages employees in accordance with Helen of Troy's policies. Interviews, hires, and trains employees. Prepares work schedules, assigns duties, and directs work. Evaluates quality of work, conducts performance appraisals, and counsels employees. Addresses complaints and resolves problems.
  

Skills needed to be successful in this role:

• Strong oral and written English communication skills and good leadership skills
  
• Excellent collaboration and time management skills
  
• Good interpersonal skills
  
• Good presentation skills
  
• Proficient office skills which include: Filing, Telephone Systems, Data Entry, Faxing and Copying
  

Minimum Qualifications:

• High School Diploma or General Equivalency Diploma
  
• 2+ years in related experience
  
• Proficient with Microsoft Office application skills (Excel, Word). Good solid understanding of ORACLE
  
• Typing WPM 40 words per minute
  
• Authorized to work in the United States on a full-time basis
  

Preferred Qualifications:

• Intermediate bilingual skills, Spanish
  

Benefits: Salary + Bonus, Healthcare, Dental, Vision, Paid Holidays, Paid Parental Leave, 401(k) with company match, Basic Life Insurance, Short Term Disability (STD), Long Term Disability (LTD), Paid Time Off (PTO), Paid Charitable (volunteer) Leave, and Educational Assistance.

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

#LI-KE1

#LI-Hybrid

For more information about Helen of Troy, visit www.helenoftroy.com . You can also find us on LinkedIn , and Glassdoor .

Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture, and background. We do not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, protected veteran status, or any protected basis.

We will provide individuals with disabilities reasonable accommodation to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.

Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon - many of which rank #1, #2, or #3 in their respective categories, making the Helen of Troy name synonymous with excellence and ingenuity.

At Helen of Troy, our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. Embracing a culture of collaboration internally and externally, we are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio. This dedication to fostering development and success sets Helen of Troy apart as a pioneer in the industry, propelling our brands to unparalleled heights of success and recognition worldwide.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.

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