Under Armour has one mission: to make you better. We have a commitment to innovation that lies at the heart of everything we do, not just for our athletes but also for our teammates. As a global organization, our teams around the world push boundaries and think beyond what is expected. Together our teammates are unified by our values and are grounded in our vision to inspire you with performance solutions you never knew you needed but can’t imagine living without.
Position Summary
The Supervisor of Ecommerce Customer Service is responsible for leading, coaching, and developing the customer service team in all communication channels, including phone, chat, email, and social media. You will be accountable for the entire experience of both the Customer and the Customer Service Representative. This role requires schedule flexibility for both evenings and weekends. This is an opportunity to be part of a great success story as Under Armour continues to impact the business like no other company has.
Essential Duties & Responsibilities
- Own the complete CSR life cycle through the following:
- Participate in interviewing, selection, hiring, and training of employees.
- Use quality monitoring data to track performance at both the team and individual levels.
- Lead biweekly scorecard sessions for development and coaching.
- Appraise performance; reward and discipline teammates.
- Cultivate an environment of Customer Engagement that strives to create an “unrivaled service experience” across all communication channels.
- Drive revenue via all communication channels by implementing a “Sales through Service” model emphasizing maximizing up-sell and cross-sell opportunities.
- Compile and analyze “Voice of the Customer” data to be delivered to the appropriate business division.
- Resolve escalated customer issues about product, process, or service deficiencies.
- Collaborate with the management team to design and support events and contests, which build positive team morale.
- Develop recommendations to improve the customer service experience based on data, experience, and industry trends.
- Coordinate with peers to implement identified best practices and develop a communication strategy to deliver time-sensitive information needed for all teammates to stay informed.
- Identify product and process training needs, communicate with eCommerce Training Manager, and assist with coordinating training efforts.
- Monitor ADP, PTO requests, and Performance by completing the following:
- Review and approve PTO requests within 96 hours of submission.
- Track attendance and coach as needed.
- Meet all performance management deliverables on time.
- Inspire teammates to be accountable to each other and the business.
- Address teammate concerns and resolve problems.
- Represent the Brand with the utmost integrity while delivering unrivaled customer service.
- Administers written policies and procedures for departmental operations, including Human Resource paperwork.
Supervisory Responsibilities
- Customer Service Representatives
- CSR Leads
Qualifications (Knowledge, Skills & Abilities)
• Proven leadership abilities, including experience with training and/or coaching, delivering feedback, goal setting, and performance evaluation.
• Exceptional oral, written, and interpersonal communication skills, including the ability to summarize and present information to influence various organizational levels.
• Ability to excel in a fast-paced team environment, adapt to shifting urgencies, manage multiple priorities, and meet deadlines.
• Ability to evaluate processes and recommend changes that result in a greater opportunity for goal achievement, enhanced usage, or increased efficiency.
• Intermediate level of proficiency with PC software.
Education And / Or Experience
• Bachelor’s degree
• At least 2 years of customer service experience
• Prefer at least 1 year of people management experience
• Proficient in Microsoft Office Programs
Other Requirements
Base Compensation Range: $61,504 – $84,569
This position is remote
