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The Bronze Customer Order Supervisor plays an integral role in managing the workflow for a team of Customer Order Specialists responsible for working with our pre-need client families, via phone and email, who have purchased a bronze marker at one of our cemeteries. This working Supervisor role is also responsible for serving as a Customer Order Specialist. Accountabilities include working to consistently uphold established standards, maintain accuracy/integrity and ensure that all artwork and image files are properly maintained.

Bronze Customer Order Supervisor

JOB RESPONSIBILITIES 

Supervisor Responsibilities

• Quality control of order specialist calls
• Manage workflow for Customer Order Specialist
• Oversee training (new employees and ongoing team)
• Assist in enforcing policy and rules for position of OS
• Develop an innovative and collaborative team culture
• Problem solve for team; internal help desk for team processes and procedures
• Set an example for others to follow
• Provide reports and activity updates to management
• Helping resolve employee issues and disputes
• Provide feedback to manager of team members performance
• Assist manager with performance evaluations

Customer Order Responsibilities

• Conduct phone calls to existing client families to review their memorial selection and gather the details needed for the memorial / marker design to be manufactured and stored with our supplier
• Provide the highest level of customer service to both internal and external customers
• Using the company’s internal point-of-sale system and our supplier’s system research, design and submit bronze memorial / marker designs for approval by client family to manufacture and store
• Meet the weekly productivity goals set forth for the Bronze Memorial team
• Catalog, update and maintain digital library of all projects within established filing system
• Adjust priorities when appropriate and perform other job related duties assigned to meet team goals

MINIMUM Requirements

Education

• High school diploma or equivalent

Experience

• Three years of customer service or call-center related experience required
• Two years of lead or supervisory experience required

Knowledge, Skills and Abilities

• Ability to adjust priorities when appropriate to meet weekly productivity goals
• Knowledge and experience working with Microsoft Office software including Excel, Outlook and Word
• Attention to detail/accuracy; proofreading and quality control skills
• Ability to work efficiently and independently within a goal-oriented environment with a high energy level and positive attitude
• Demonstrated effective communication skills, both oral and written
• Ability to work well as part of a cohesive team

Work Conditions

Work Environment

• Work indoors during all seasons and weather conditions
• Standard business dress is required

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

• Working Saturdays when necessary to meet the weekly productivity goal.

Postal Code: 77019

Category (Portal Searching): Logistics

Job Location: US-TX - Houston