Aprilaire

Overview

AprilAire is an industry leader focused on providing healthy air in the home. Our corporate office, manufacturing facilities and engineering Innovation Center are located in Wisconsin and we have Sales teams around the country. We have been in business since the 1950’s with significant growth the last few years – and plans to continue growing as we deliver healthy air for all!

Due to a relocation, we are looking for a Customer Operations Supervisor. This role will play a pivotal leadership position in our call center/customer service team managing and growing your employees while ensuring we deliver great customer service to our distributors and homeowners.

Shift: The current team starts as early as 7am and works until 5:30pm depending on their shift. The call center is open Monday-Friday only. Flexibility around these hours is required.

Hybrid: You can work one day per week from home after the initial training period has concluded.

Responsibilities

The Customer Operations Supervisor will oversee the daily operations of the Customer Service and Order Management teams. This position is responsible for ensuring the efficient and accurate processing of customer orders, maintaining high levels of customer satisfaction, and achieving departmental and organizational goals. The Supervisor will also focus on team development, process improvements, and fostering strong internal and external relationships.

Team Leadership & Development:

• Partner with the Director of Customer Service to align departmental goals with overall company objectives.
• Manage day-to-day activities of the Customer Service & Order Management team to ensure efficient workflow and coverage.
• Provide ongoing coaching and feedback to team members, conducting at least one 30-minute individual coaching session per month.
• Foster a positive and collaborative team culture, demonstrating problem-solving and conflict resolution skills.
• Conduct regular team huddles and one-on-one training sessions to ensure top performance.
• Hire, onboard, and train new team members.

Order Management & Customer Support:

• Oversee accurate and timely entry of customer orders, credits, and debits into the ERP system.
• Monitor and manage open orders (“A-Status”) to ensure timely resolution of any processing delays.
• Manage phone, email, and webchat queues to ensure efficient and accurate responses to customer inquiries.
• Resolve customer and internal escalations by identifying root causes and providing solutions.

Process Improvement & Performance Monitoring:

• Regularly review and audit department processes to ensure they meet company standards and expectations for quality and accuracy.
• Identify opportunities for efficiency improvements and implement best practices.
• Analyze performance metrics to assess team performance, identify areas for improvement, and take corrective actions as necessary.
• Maintain and update all standard operating procedures to ensure consistency and alignment with current business processes.

Customer Escalation, Cross-Functional Collaboration & Communication:

• Work closely with internal business partners (e.g., Sales, Operations, Logistics) to ensure seamless order processing and customer communication.
• Proactively identify technical or quality issues and collaborate with relevant teams to address trends.
• Cultivate strong working relationships across departments to foster effective communication and teamwork.
• Act as the primary point of contact for all team-related questions regarding order processing, pricing, and procedures. Resolve complex customer or internal escalations, ensuring timely and satisfactory resolution while maintaining high levels of professionalism

Qualifications

If the below says "Me!" apply today:

• Effective people leader-ability to grow, develop, and manage your team to reach the department's goals
• Self-motivated with the ability to work independently
• Time management - ability to prioritize and plan work activities effectively, multi-task, strong sense of urgency.
• Excellent alpha/numeric data entry skills with speeds of 40 wpm minimum.
• Excellent computer software skills – Microsoft Office (Word, Excel), Outlook. Experience with ERP systems (i.e., AS400) is beneficial but not required.
• Excellent accuracy when processing data and effective attention to details while displaying critical thinking skills
• Excellent verbal/written communication skills, including acting as a good listener.
• Positive can-do attitude with a passion for learning, self-improvement, and helping others improve.
• Ability to build a positive team environment, motivate team members, and recognize high performance.
• Ability to adapt to change, support leadership decisions, and help team members through the change curve.