Customer Service Supervisor - Credit in Twinsburg, OH at Beacon Roofing Supply

Date Posted: 11/7/2019

Job Snapshot

Job Description

Job Title: Credit Customer Service Supervisor

About Our Team and This Role:

Our employees are our greatest asset. We want them to be happy, healthy, and safe as partners in our success.

In this position you will serve as on-site supervisor/lead for the Twinsburg Customer Care hub. You will be responsible for ensuring adequate daily staffing coverage for Customer Care, resolving internal and external customer requests which are typically both time sensitive and have an economic impact on both our company and the customer’s company.

What You Will Be Working On:

  • Resolve a large volume of customer requests daily in a highly effective manner.
  • Processes all the following on a daily basis: credit applications, account maintenance requests, courtesy reports, credit reports, job accounts, lien waivers and reconciles customer accounts.
  • Offer resolution to most customer complaints or issues without second level approval.
  • Produce work that is error free with little waste or redone work.
  • Have an acute awareness of the time sensitivity and economic impact of work output.
  • Collaborate with colleagues to ensure timely and accurate responses to incoming requests.
  • Have a comprehensive, working understanding of our processes, policies, legal documents and systems.
  • Supervise a team of Customer Care Specialists.
  • Ad hoc reporting requests from the Director of Credit Operations.

What You Will Need to Be Successful in This Role:  

  • Minimum 3 years general business experience, preferably in a high volume, customer service environment with an emphasis on telephone communication.
  • Demonstrated ability to problem-solve and make quick and solid decisions.
  • Strong Excel and technical skills preferred.
  • Demonstrated ability to problem-solve and make quick and solid decisions.
  • Strong ability to quickly and effectively problem-solve and make balanced business decisions.
  • Able to deal with ambiguity.
  • Is cool under pressure and is a settling influence on others.
  • Adept at dealing with difficult and/or angry people and diffusing conflict.
  • Highly collaborative.
  • Able to prioritize quickly and work with multiple deadlines in a high inbound volume environment.
  • Effective time management and strong follow – up.  
  • High customer service orientation.

About Beacon:

Founded in 1928, Beacon (Nasdaq: BECN) is one of the largest distributors of commercial and residential roofing products, complementary construction, and building materials serving the entire United States and six Canadian provinces. Through strategic investments in new technology and an ever-expanding network of locations throughout the United States and Canada, we help contractors save time, manage work more efficiently, and enhance their businesses.