New

Supervisor - Customer Service

Taylor Corporation
paid time off, 401(k)
United States, New York, Amsterdam
166 Wallins Corners Road (Show on map)
Sep 10, 2025
Power Your Potential Benefits Start Day 1! Taylor Corporation is a dynamic, diversified company with big plans for the future - and your career. We power our employees' potential and strive to create opportunity and security for every member of the team. If you're ready for something bigger - more challenge, more variety, more pathways for professional growth - we should talk. We're passionate about our work, we believe there is always a better way, and we're looking for people like you. Ready to reach your potential? It's time to look at Taylor. Your Opportunity: Taylor DM Brands, a Taylor Corporation company, is looking for a Customer Service Supervisor of Order Management to join our team in Amsterdam, NY. Your Schedule: Monday - Friday, 8:00am - 5:00am; hybrid schedule with three days in-office and two remote. Your Responsibilities: Inbound Operations Oversee all departmental statistics and reporting to ensure performance meets acceptable standards. Call Center Metrics. Take real-time actions to maximize daily results across all areas. Key Performance Indicators Monitor capture rate, adherence, order entry, and related reports (e.g., holds, NIVs, backlog report). Ensure a high level of customer experience is maintained. Maintain comprehensive documentation for agents. Performance Management Prepare and administer performance reviews in a timely manner. Initiate disciplinary actions as needed. Document progress and identify opportunities for improvement throughout each review period. Staffing and Retention Maintain required staffing levels. Analyze data and provide recommendations for agent retention best practices. Collaborate with other facilities as necessary. Agent and Leadership Development Track and coach attendance, performance, and behavioral trends. Conduct scheduled weekly coaching sessions with each agent. Process Improvement Identify and act upon opportunities for improvement. Influence returns and allowances processes. Assume accountability for all procedures. Continuously evaluate and refine processes. Communication Hold weekly meetings to keep agents informed and prepared. Employee Engagement Accuracy & Timeliness Meet all action and project deadlines. Ensure departmental reporting is both accurate and timely. You Must Have: Demonstrated leadership abilities with a focus on employee development. Advanced proficiency with computers, telecommunication systems, and office equipment. Exceptional communication and organizational skills. Capacity to adapt to and drive change. Ability to proactively research, analyze, and improve systems and processes. Proven initiative in implementing effective actions. The anticipated annual salary range for this position is $64,200 - $70,600. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. The range listed is just one component of Taylor Corporation's total compensation and benefits package for employee. Taylor is proud to now offer "DailyPay". With "DailyPay", you can get paid on your very first day. No more waiting for direct deposit or a paper check! https://www.dailypay.com/partners/taylorcorp/ About Taylor Corporation https://www.youtube.com/watch?v=pdXOC8HM-NM One of the largest graphics communications firms in North America, Taylor's family of companies provide a diverse set of products, services, and technologies addressing the toughest communication challenges. For nearly 50 years, Taylor has been a premier provider of powerful and innovative products, services, and expertise for individuals, businesses, and distributors large and small. Our 10,000+ employees spanning 26 states and seven countries work diligently to create the interactive, printing, and marketing solutions that have helped build some of the world's more recognizable brands. Everything we do begins with identifying the unique priorities and needs of our customers and creating one-of-a-kind solutions. We offer a comprehensive benefit package including several health plans to choose from, dental, vision, wellness programs, life and disability coverage, flexible spending accounts, health savings accounts, 401(k) plan with company match, paid time off (PTO) and 64 hours of annual holiday pay. Taylor Corporation is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Taylor Corporation including all partners and affiliates is an Equal Opportunity Employer/Veterans/Disabled.