Quotes Supervisor (Onsite- Mansfield Ohio) - School Specialty, LLC

People Passion Purpose
Everything School Specialty offers is designed for one purpose – to help students succeed. We believe every student can flourish in an environment where they feel safe and inspired to explore and grow.

We’re determined to positively impact the future, one child at a time. We need to talk if you share our passion:

Transforming more than classrooms.®

Benefits

School Specialty offers Medical, Dental, & Vision plans (Effective Day 1), Wellness programs, Health Savings Accounts, Flexible Spending Accounts, 401 (k), Unlimited PTO for Salaried Exempt employees, which can also be used for dedicated volunteer hours, Education Reimbursement, Paid Holidays, Fall & Winter Flexible Hours, Employee Discounts and much more!

Quotes Supervisor (Onsite Position- Mansfield Ohio) 

This position reports to Customer Support Manager and is accountable for assuring Quotes representatives are delivering consistent, high levels of service and business performance in a multi-channel environment. Services delivered include simple quotes and price checks, as well as strategic quote support. Channels supported include phone, chat, email, and fax. This position supports the execution of service-to-sales strategies that deliver measurable contributions to top line growth. Effectively coaches and mentors’ representatives to achieve key performance measures (KPMs) that include service level, turnaround time, quality, productivity, adherence and customer satisfaction. Develops direct reports, creates high levels of engagement and minimal external attrition.

The base salary range for this role is $51K- $68K Annually 

Summary of Primary Responsibilities

• Accountable for the day-to-day operations of a team of approximately 10 representatives.
• Provides leadership and communication to representatives so they are inspired to provide innovative and creative solutions that are value add to customers and the business.
• Responsible for the selection, development, and motivation of representatives to ensure attainment of School Specialty’s Customer Support objectives.
• Monitors key performance measures and shares individual and team results.
• Provides recognition and constructive performance feedback through mentoring and coaching.
• Supports the successful execution of service-to-sales (“Team Sell”) strategy and assures achievement of service and sales growth objectives.  Develops quoting best practices to increase conversion rate.
• Communicates and improves standard operating procedures and processes to support company and departmental objectives.
• Assures representatives have training and resources needed to effectively carry out their duties and to deliver value-add experiences for customers.
• Identifies and quickly resolves service concerns through research and root cause analysis.
• Collaborates with Customer Support leaders and business units/department(s) to assure customer expectations are being achieved.

Minimum Experience Requirements

• Bachelor’s Degree in business (or related field) or equivalent work experience.
• One year of supervisory/leadership experience (call center experience preferred).

Preferred Knowledge and Skills

• Demonstrates dedication to meeting and exceeding customer requirements.
• Ability to provide effective feedback and coaching for representative performance and development.
• Effective written, verbal, interpersonal communication, and presentation skills.
• Problem-solving skills and ability to delegate.
• Ability to manage multiple tasks and effectively set priorities.
• Sales Force, Oracle experience a plus.
• Experience designing, implementing, and leading process improvement initiatives a plus.
• Proficient in Microsoft Office products such as Word, Excel, and Outlook.

Disclaimers
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

• School Specialty, LLC. is a Drug Free Workplace. All applicants are subject to a drug screen and background check as a condition of employment.  
• We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
• If you need a reasonable accommodation for any part of the employment process, please contact us by email at Opportunities@SchoolSpecialty.com and let us know the nature of your request and your contact information.

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Job Grade: 10