Customer Experience Supervisor at Arizona Appliance & Home

​​Role and Responsibilities​ 

The Operations Supervisor-Order Services/Customer Service provides streamlined, single point of contact communication efficiency between our customers and several operations teams.   They oversee a team of Order Coordinators and Customer Service Employees ensuring the Arizona Appliance and Home brand is synonymous with excellent quality and service. 

• Follow and enable a culture where Arizona Home and Appliance Core Values come to life. 

• Effectively supervises and leads a team of Order Service Coordinators and Customer Service Team Members , serving as the main point of communication between them and the Operations Manager.  

• Executes business strategy provided by company leadership. 

• Assists Operations Manager in establishing performance standards, recommending, and implementing changes, along with feedback on strategy effectiveness. 

• Develops and maintains effective business relationships with Appliance Leadership. 

• Identify and address scheduling conflicts, delays, and issues promptly to minimize disruptions to project timelines. 

• Responsible for training, coaching and performance management (including one on ones) for direct reports. 

• Works with Operations Manager to drive productivity, accountability and assists in corrective action when appropriate. 

• Conduct regular audits of the ticketing system, closing out completed requests and reminding team members if they have something open.  

• Guide team members and sales department with questions regarding already replaced orders. 

• Proactively helps team members handle upset customers, maintaining effective de-escalation between all parties. 

​​Qualifications and Education Requirements​ 

• A minimum 1 year of management/supervisor experience 

• Fundamental PC skills, especially knowledgeable in MS Office applications, Web Based and ERP systems. 

• Excellent organizational, time-management and decision-making skills. 

• World class leadership and communication skills, with the ability to adapt to a variety of audiences. 

• The ability to develop, implement and assess performance metrics. 

​​Preferred Skills​ 

Previous experience supervising remote teams. 

​​Additional Notes​ 

This position is office based, typically sitting at desk -requiring dexterity to be able to utilize phone, computer, and manuals, binders