Customer Satisfaction Supervisor

Who We Are:
For more than 30 years, Munchkin Inc., the baby lifestyle brand owned by WHY Brands Inc., has produced innovative products and functional gear for children and their caregivers. To date, Munchkin has over 350+ patents and more than 250 international product and brand design awards. Munchkin products are sold in more than 50 countries and have received over 1.45 million five-star reviews.
Munchkin has been awarded Great Place to Work for four consecutive years and is recognized as a 2024 Best Places to Work by Built In. Munchkin has been honored on Fast Company's annual "Brands That Matter" list for two consecutive years, including 2024, and ranked number eight on Fortune's list of "Most Innovative Companies" in 2023.
As the only baby brand in the United Nations Global Compact, the company prioritizes corporate social responsibility with environmental protection and animal welfare commitments, which are highlighted in its annual Sustainability Report.
Learn more at www.WHYBrands.com
and www.Munchkin.com
What You'll Do:
As a Customer Satisfaction Supervisor, you will be the driving force behind our customer experience. You'll oversee a team of customer service professionals, inspire a customer-first mindset, and work collaboratively across departments to resolve customer inquiries and deliver best in class customer experience. Your leadership will directly contribute to enhancing customer loyalty and fostering a culture of excellence.
How you will contribute:

• Manage a team of assigned customer service representatives and ensure compliance with company guidelines particularly related to quality of service
• Onboard and train new customer service representatives to ensure they understand company products, policies, and procedures needed to deliver exceptional service
• Oversee the customer satisfaction team, including all aspects of order inquiry, order entry, order processing, credits, returns, follow-up, cross-selling, and technical customer support, and maintain a positive work environment that promotes teamwork and motivation
• Monitor and analyze customer satisfaction metrics, using data to identify trends, improve processes, and make informed decisions
• Establish clear guidelines and procedures for handling escalated issues to provide swift and satisfactory resolutions
• Partner with other departments to enhance the overall customer journey and resolve cross-functional challenges
• Collaborate with IT teams to integrate and optimize customer service tools and platforms, ensuring smooth workflows and up-to-date technology
• Provide defects and customer feedback data to the Compliance Team. Ensure that requests for returns from customers are routed to QA department for review.
• Other duties may be assigned

You will have:

• 4+ years of prior customer service experience (demonstrating progressive responsibility)
• Proven experience leading and managing a team of customer service professionals to achieve high performance and exceptional service standards
• Excellent verbal and written skills with strong attention to details
• A customer-first mentality
• Ability to work well under pressure and manage multiple priorities
• Strong organizational skills
• Ability to work independently and as part of a team, including cross-functionally with those outside of the CS department
• Proficiency with CRM platforms, Salesforce Service Cloud preferred, MS Office Suite -- Excel, Outlook, Word

We Got You Covered!
As a Great Place to Work Certified™ company, we are committed to offering the best to our employees. We offer a comprehensive benefits package that includes medical, vision, dental, prescription drug coverage, life insurance, wellness benefits, generous employer-matched 401(k) plan, Paid Childcare Leave, among other benefit plans. Our total rewards are top of market and include competitive salary, bonus, and opportunities to earn equity. We focus on supporting employee development and growth.
We regularly hold social functions to foster a genuine camaraderie that enhances teamwork. At our company-wide award functions, we take time to recognize the talent and dedication of the people who make Munchkin the most loved baby lifestyle brand in the world.
To give our people flexibility, we offer hybrid work environment with opportunities for half-day Friday's all year around and provide annual weeklong global office closures giving our people a chance to recharge.
Salary range:$50,000 - $60,000
(DOE)
To learn more, visit us at www.munchkin.com .
Munchkin welcomes and values what makes everyone unique. We're proud to be an equal opportunity and affirmative action employer. All hires for our team are based on qualifications, merit, and business needs. We recruit, employ, train, and promote regardless of race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, veteran status, genetic characteristic, or any other protected status.
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