Customer Care Supervisor Jobs

Who We Are: Overture Promotions is an award-winning promotional product agency; we design and produce swag for events, new hire kits, brand activations, company stores and much more. Unlike most, we have a unique ability to offer end-to-end services under one roof. In-house services include graphic design, web development, onsite screen printing and embroidery, 200,000 SF of warehouse space, pick-pack, and kit assembly. We’re a minority-owned business that’s woman-led. We work with companies of all sizes, including many of the world’s most recognizable brands.

Summary: The Customer Care Supervisor will be primarily responsible for the day-to-day management of the entire Customer Care team. This role requires excellent attention to detail, as well as excelled phone and email etiquette when handling both internal and external customers. This an on-site role, 5 days at our H.Q. in Waukegan, IL.

Duties and Responsibilities:

• Possible assistance with various incoming projects and popup webstores
• Act as the primary escalation point for both customers and sales teams, and escalating concerns to the Customer Care Manager when necessary
• Responsible for conducting annual performance reviews & setting goals with direct reports
• Assist in onboarding high-level webstores helping to prepare for handoff to the team
• Managing workloads and appropriate distribution of work amongst the team, handling vacation and time off approvals and approving bi-weekly timesheets for payroll
• Monitoring all areas of the Customer Care department including open orders, back orders, inbound and outbound call logs, voicemails and bulk emails
• Responsible for the onboarding and training of all new Customer Care Coordinators
• Performs other duties as assigned including assisting the larger team with overflow customer service on larger customers by both phone and email as required
• Have regularly scheduled meetings (1:1s) with each Customer Care Coordinator
• Day to day management, supervision, mentoring and training of Customer Care Coordinators.
• Keeping department and team training documents up to date
• Ensure communication with Customer Care Manager on all items so that action items can be addressed

Qualifications:

• Proficient in MS Office Suite and Adobe Acrobat; beginner to intermediate Excel experience
• Must have critical thinking ability and excellent attention to detail
• Have a thick skin with communicating with other areas of the Company
• NetSuite & HubSpot experience a plus
• 1-3 years of customer service experience
• High School Diploma
• Detail-oriented, with the ability to effectively prioritize multiple projects at a time
• Strong initiative, confidence and the ability to ask questions as needed
• Excellent oral and written communication skills
• Customer Service, both great phone and email etiquette
• Ability to work calmly under pressure

Benefits:

• Pet insurance
• Relaxed dress code
• Complete insurance coverage on day 1 of hire; Medical, dental, vision, life insurance and disability plans with Company contributions
• Generous paid time off (vacation, sick and personal days as well as yearly floating holiday)
• 401(k) eligible on day 1 of hire; Overture match after first year of employment
• Employee referral bonus
• Paid maternity, paternity and adoption leave based on years of service
• Corporate partnerships with LifeTime Fitness and Bears Fit locations
• Summer BBQs, volunteer employee resource groups (Culture Crew, Green Team, Safety Team, Diversity and Inclusion Advisory Council), employee vegetable garden, contests, potlucks and cookoffs

Relocation is not provided with this role.

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