Customer Service Supervisor, Careers At Mannington Mills Inc

Careers At Mannington Mills, Inc

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Mannington is a 5th generation family owned company that offers both personal and professional growth opportunities. We provide a wide range of benefits that complement the diverse lifestyle needs of all our associates, including:

Health & Wellness

Medical, Dental & Vision benefits beginning Day 1
Paid Life Insurance
Paid Disability
Employee Assistance Program
Free Wellness Checkups

Financial Wellbeing

Competitive pay
401(k) Retirement Savings with company match
Company Performance Incentives
Tuition Reimbursement
Flooring discounts

Lifestyle

Paid Time Off
Paid holidays
Community Involvement

Equal Opportunities

This EEO Policy Statement is designed to strengthen and reaffirm our commitment to employ and to utilize people in all job titles in accordance with their abilities and to practice the principles of affirmative action. The position of Mannington Mills, Inc. is unmistakably clear with respect to equal employment opportunity and support for minorities, females, qualified individuals with disabilities, qualified disabled veterans and veterans of the Vietnam era. This Policy Statement is being furnished in connection with Mannington's Affirmative Action Plan.

Mannington is an Affirmative Action employer and will promote Affirmative Action and provide equal hiring, training, compensation, promotion, transfer, layoff and recall benefits to all individuals, without regard to race, color, religion, sex, sexual orientation, gender identification, national origin, age, physical or mental disability that does not prohibit performance of essential functions with or without reasonable accommodation, status as a qualified disabled veteran, veterans of the Vietnam era or any other category protected by federal, state or local law. Mannington is committed to these policies not only to the extent it may be a Government contractor, but also because of our firm conviction that adherence to these principles will contribute significantly to the success of the Company.

All supervisory and managerial personnel are specially charged with assuring, through enlightened leadership, the continued and positive support by all employees of these policies, and with taking positive steps to comply with the policies regarding equal employment opportunity both in letter and spirit. The full and complete cooperation of all employees is expected. Those employees who have authority to hire, promote and transfer have a special responsibility to assure the success of our commitment, and their effectiveness in this area will constitute an integral part of their performance review.

Current job opportunities are posted here as they become available.

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Customer Service Supervisor

Department:	Calhoun Customer Service
Location:	Calhoun , GA

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Summary:
The Customer Service Supervisor at Mannington Residential is responsible for managing and coordinating the activities of the customer service team to ensure exceptional service delivery and customer satisfaction. This role involves overseeing customer service representatives, handling escalated issues, and implementing strategies to improve service quality and efficiency.

Essential Duties and Responsibilities:

Supervise and manage customer service representatives, including hiring, training, and performance evaluations.
Monitor customer service interactions for quality assurance and provide ongoing coaching and feedback to team members.
Address and resolve escalated customer inquiries, complaints, and issues in a timely and effective manner.
Verify and oversee the accuracy of orders entered into the computer system.
Develop and implement customer service policies and procedures to ensure consistent and high-quality service delivery.
Track and analyze key customer service metrics (e.g., call volume, resolution time, customer satisfaction scores) to identify areas for improvement.
Collaborate with other departments (e.g., sales, marketing, product development) to ensure a seamless customer experience and address customer concerns effectively.
Prepare and manage the customer service budget, including forecasting requirements and scheduling expenditures.
Conduct regular reviews of customer service processes and make recommendations for improvements.
Ensure compliance with company policies and applicable laws in all customer service activities.
Participate in educational opportunities and professional organizations to stay updated on industry best practices and enhance job knowledge.

Supervisory Responsibilities:
Directly supervises employees in the Residential Customer Service department and 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.

Competencies:

Excellent verbal and written communication skills.
Strong leadership and interpersonal skills.
Ability to respond to time-sensitive situations with a sense of urgency.
Detail-oriented and highly organized.
Ability to multi-task and prioritize effectively to meet deadlines.
Excellent problem-solving skills.
Self-starter and able to work with minimum supervision.
Proficient in customer service software and tools.

Education and Experience:

Bachelor�s degree in business administration, Management, or a related field preferred.
Minimum of 3-5 years of experience in customer service, with at least 2 years in a supervisory role.
Experience in the residential flooring industry is a plus.

Work Environment:
The work environment is typically an office setting, with occasional visits to customer sites as needed. The role may require overtime during peak periods or to address urgent customer issues.

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