Customer Service Supervisor - Bike

Irvine, CA California
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 6 days ago
Job Description
Customer Service Supervisor
Bike Division
Shimano North America Bicycle, Inc. is a global company offering the world’s sporting community with top labels and brands including Shimano, Pearl Izumi, G. Loomis, Power Pro and Innovative Textiles, Inc. (ITI).   We are seeking a Customer Service Supervisor to join our Irvine, CA team !
We are proud of our staff; diverse in talent, interests and backgrounds. Job seekers can find unique, one of a kind job opportunities in our fishing and cycling divisions, including national and regional sales, marketing, retail services and distribution. We offer an exceptional array of employee benefits and we are proud of a workforce that takes advantage of the health and wellness benefits we offer. Those that seek opportunities with employers that focus on reducing negative impacts on the environment need look no further than SHIMANO NORTH AMERICA BICYCLE . Our company is an ISO14001 certified business where environmental compliance and continual improvements are part of our business philosophy and operations.  If you feel you can bring talent, innovation and enthusiasm to our workforce then please consider the opportunities we have available.
Job Summary:
The Customer Service Supervisor is responsible for supervising a team of representatives spread across three locations who support Team Shimano products including Shimano, Pearl Izumi, Lazer, PRO Bikegear and Bikefitting.com.
Essential Duties/Responsibilities:
Personnel management (recruitment, termination, performance reviews, skill development, onboarding and scheduling)
Budget management
Identify and report on key performance indicators (KPI)
Develop and implement actions to achieve and maintain KPI’s
Maintain department SOP’s and playbooks
Implement programs as directed by Technical Services Manager
Job Qualifications:
Minimum 3 years management experience
Customer Service experience in a retail, call center or digital environment
Solid written and verbal skills
Intermediate knowledge of Microsoft Office
Ability to organize and prioritize work effectively
Strong analytical, problem solving and decision making skills
Familiarity with Five9, Oracle CRM and/or JDE-AS400 a plus
Education:
2 or 4 year post-secondary degree or equivalent
WORKING CONDITIONS
 
Environment:
Approximately 95% of the time performing job duties is spent indoors, within a standard office environment.
Approximately 5% of the time performing job duties is spent outdoors, exposed to weather conditions.
Approximately 35-40% of the time is spent on the computer.
While performing the duties of this job, the employee sometimes works near moving mechanical parts and is occasionally exposed to the risk of electric shock.
Noise level in the work environment is usually moderate.
The temperature of the work environment, when in the office, is moderate and ranges from 65 – 80 degrees.
Physical Demands:
Seldom (1–5%): lift from overhead or below the waist
Occasionally (6-33%): bend, twist, push, pull, climb, squat, crawl, kneel
Frequently (34-66%): reach with hands and arms; climb or balance; stand and walk; grasp with hands and fingers; and lift (up to 10 lbs.)
Continuously (67-100%): sit, use hands to finger, handle or feel objects, tools, or controls; see (including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus), hear and speak; and key (i.e., computer, calculator, telephone).
Machines, Tools and Equipment
Occasionally (6-33%): copier, fax, and 10-key calculator
Continuously (67-100%): writing instruments, computer and telephone
NOTE:  This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Shimano North America reserves the right to modify and change responsibilities and duties herein without notice. 
Shimano North America is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status or any classification protected by federal, state, or local law.