The Bicycle Industry Jobs Marketplace

Customer Center Supervisor


Posted by St. Croix Rod on 09/24/2020

Job Basics

Industry Sector: Action

Job Categories: Business Opportunities

Company Type: HardGoods/Equipment

State: WI

City: Park Falls

Country: United States

Required Experience:

Job Type: Full Time


Required to Relocate:

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

The Customer Center Supervisor leads the Customer Center Team in providing the complete "Customer Experience" for our anglers, dealers, and various industry groups.    The Customer Center Supervisor provides consistent, outstanding customer service to St. Croix customers, end consumers, dealers, professional guides and industry professionals by addressing the most complex customer inquiries and issues in support of the Customer Guides.   In addition, the Customer Center Supervisor provides input on internal inventories, resolves issues with internal departments, and offers suggestions for improvement in customer service to the Director of Sales.

Essential Job Functions:

  • Participates in the daily activities (answering calls/emails, processing dealer orders, etc.) of the Customer Center in collaboration with the Customer Guides
  • Schedules, directs, trains, supervises, and mentors the Customer Service Team members
  • Oversees all customer service communications
  • Manages the seasonal personnel needs of the Customer Service Team
  • Responds to customer requests that are not defined within standard policies and procedures, or those that present a challenge to existing guidelines
  • Drives improvement within the group by identifying gaps and opportunities with team members or technology
  • Evaluates the competencies of various programs (Excellerator, Upgrades, Gold Star, Silver Star, etc.) and makes recommendations accordingly
  • Works directly with the sales team to ensure seamless operations
  • Performs time and PTO approvals for team members
  • Functions as the liaison between the Customer Center, Operations, and the Distribution Center.
  • Performs profitability and efficiency analysis for management
  • Surveys customer satisfaction periodically and communicates quality concerns to management.
  • Other duties as assigned 

Required Competencies:

  • Advanced interpersonal skills to successfully interact with all team members and individuals in-person, via telephone, and via email
  • Ability to complete tasks accurately with attention to detail
  • Adequate math skills to include addition, subtraction, multiplication, and division, at a level necessary to support the duties of this position
  • Ability to function as a team member within the department and with individuals from other departments
  • Ability to learn core fishing segments

Physical Requirements:

  • Ability to effectively utilize computers which includes possessing appropriate dexterity, hand-eye coordination, and visual acuity to read material displayed on computer screens and in hardcopy
  • Ability to sit, stand, and/or walk for extended periods frequently, bend and reach to access items as needed
  • Ability to complete duties in an environment where acceptable background noise and frequent interruptions are experienced
  • Must be present on-site daily with consistently acceptable attendance

 Qualifications/Working Conditions:

  • Bachelors' in Business Administration, Marketing, Communications or related field preferred
  • Successful previous experience as a Customer Service Supervisor or Manager required
  • Commitment to continuous education through workshops, seminars, and conferences
  • Excellent mentoring, coaching, and people management skills
  • Proficiency in MS Office applications, primarily Office and Excel.   Experience in WorkWise ERP would be a definite plus

About St. Croix Rod

St. Croix is a family owned business steeped in a tradition of hard work and determination. At St. Croix there is a deep sense of commitment and dedication to delivering top-quality products for fishing enthusiasts. Our fishing rods are quite frankly, The Best Rods on Earth. Located in Park Falls, Wisconsin, a recreation paradise, you will join an industry leader that values its team members, understands that they are critical to our success, and is committed to sharing its success with its team members. You will have the opportunity to work with leaders in the industry, and will be provided with challenging and satisfying work. If you are interested in learning more about St. Croix, please visit us at