Customer Service Supervisor: E-Commerce

Company Overview

POOLCORP is the leading business-to-business distributor of swimming pool and landscape supplies, equipment, and related outdoor living products.

Through our subsidiaries, SCP Distributors LLC, Superior Pool Products LLC, and Horizon Distributors Inc., we operate in more than 420 wholesale Sales Centers worldwide with nearly 6,000 employees serving the needs of customers by offering a wide array of products and value-added support.

Our Covington, LA headquarters provides exceptional support (i.e., IT, HR, Finance, Marketing, Legal, Purchasing, Sourcing, etc.

to each of our Sales Centers. Our extraordinary company culture encompasses a high work ethic, an entrepreneurial spirit, and a community presence all within a family-oriented work atmosphere.

At POOLCORP, we strive to employ only the very best.

Why POOLCORP?

Because it's a place where you can make an impact and grow! At POOLCORP you'll find a wealth of opportunities that support your individual and long-term career goals.

Our stable work environment is further enhanced by our generous compensation and benefits package. Publicly traded since 1995, POOLCORP is a global organization with a long history of continuous success - clearly making it an industry leader - in so many ways!

So, end your job search here - at POOLCORP - Where Outdoor Living Comes to Life!

Location : Orlando, FL; remote optional.

Job Summary : The Customer Service Supervisor leads our customer service team and continues to enhance our value proposition.

Our goal is to differentiate ourselves by providing a superior customer service experience.

Responsibilities : The ideal candidate will be responsible for ensuring excellent customer service, responding efficiently to customer inquiries, and maintaining high customer satisfaction.

To perform this job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Team Leadership :

Leads and mentors a team of customer service representatives.

Sets performance goals and conduct regular performance reviews.

Assists customer service staff with duties where required.

Fosters a positive and collaborative team environment.

Customer Service Operations :

Oversees daily operations of the customer service department.

Implements customer service policies and procedures.

Ensures all customer inquiries and issues are resolved promptly and effectively.

Solicits customer feedback to improve service.

Customer Relationship Management :

Builds and maintain strong relationships with key customers by acting as an inside sales representative to help expand their business with PoolCorp.

Handles escalated complaints and issues with customers and internal staff.

Monitors customer feedback and implement improvements.

Effectively listens and appropriately communicate with customers during difficult situations.

Training and Development :

Provides ongoing training and development for customer service staff.

Stays updated on product knowledge and industry trends.

Implements best practices in customer service.

Reporting and Analysis :

Prepares regular reports on customer service metrics and performance.

Analyzes data to identify areas for improvement.

Presents findings and recommend strategic actions.

Bilingual, Military, Military Spouses and Veteran applicants are strongly encouraged to apply! Currently, POOLCORP has over one hundred and twenty military personnel serving on our team.

We understand the uniqueness of hiring military personnel and veterans and will support him / her in the time of duty or with the transition into new civilian professions.

All offers to external candidates for employment are contingent upon the successful completion of pre-employment drug testing and background verifications before employment is finalized.

This position is considered "safety-sensitive" and includes tasks or duties which could affect the safety and health of the employee performing the tasks or others.

POOLCORP, including all its subsidiaries, is a drug-free company and Equal Opportunity Employer - By Choice. The Company understands, respects, and values diversity - unique styles, experiences, identities, ideas, and opinions - while striving to be inclusive of all people.

This commitment is critical to our success as a global company as we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Hiring and promotional decisions are based solely on the qualifications required for the job to be filled.