Customer Service Representative Supervisor

JOIN US AND "CREATE YOUR VISION" 

ABOUT US

S&S Activewear is a leading North American, tech-enabled specialty distributor of imprintable apparel, including t-shirts, fleece, athletic wear, headwear, workwear, scrubs and accessories. We pride ourselves on being the “critical link” that enables our 100+ brand partners such as Adidas, Columbia and Gildan to reach our hyper-fragmented base of customers, comprised of apparel decorators, eRetailers and promotional products distributors that embellish apparel items for diverse end consumer use cases (e.g., everyday wear, concerts, fitness attire, life events, team sports, etc.). At S&S, we differentiate in the market through a customer service focus, strategic product portfolio, world-class distribution infrastructure, a collaborative growth culture and a relentless focus on technology and innovation. 

Our success has compounded since the Company’s humble beginnings in 1988 as a regional t-shirt distributor to a leading, multi-billion-dollar value-added distribution platform that drives market penetration for our suppliers while enabling the growth, operations and fulfillment for a diverse range of customers across channels and business sizes.  We strive to be the apparel distributor of choice while inspiring and fostering growth for customers, employees and suppliers through our core values of service, deep relationships, innovation, continuous improvement and accountability.

ABOUT THE ROLE 

We are seeking energetic, reliable, and driven professionals to join our team as a Contact Center Supervisor.  The successful Contact center Supervisor will successfully lead a team of Customer Service Representatives through effective coaching, establishing suitable goals and incentives and managing and reporting employee metrics.  Responsible for providing guidance and supporting the organization’s policies and procedures, the Supervisor will evaluate processes to determine potential efficiency gains, support a leadership driven organization and operate with a “one team, one heart” mentality.  We are seeking highly motivated individuals with a commitment to excellent internal and external customer service.

Schedule

Monday - Friday, Full-Time, Exempt 

Bolingbrook - IL Hybrid or Remote

WHAT YOU WILL DO

• Assist team members with troubleshooting and issue problem resolution. 
• Effectively manage incoming volumes through various communication channels and queues. 
• Continuously support a leadership driven organization with innovative decision making and the ability to effectively execute decisions. 
• Manage inquiries in a timely manner while providing exceptional and personal customer service.
• Accurate evaluation and delivery of individual team member’s performance reviews. 
• Promote and sustain positive relationships with both internal and external customers. 
• Consistently motivate front-line employees towards department goals and initiatives.
• Support activities for the department as needed.

WHAT WE ARE LOOKING FOR 

• Minimum 2+ years Contact Center experience in team-oriented workplace. 
• Evidence of the ability to practice a high level of confidentiality
• Strong verbal, written and interpersonal communication skills.
• Workforce Optimization experience a plus
• Proficient in Spanish a plus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen. 

Working Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions. 

S&S Activewear welcomes people of all backgrounds and experiences and are committed to creating a diverse culture and supporting human growth. We are proud to be an equal opportunity employer and are committed to providing equal opportunity for all employees and applicants. We conduct business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. Our policy is to recruit, hire, train, promote, assign, transfer, and terminate employees based on their own ability, achievement, experience and conduct and other legitimate busines