Sales and Service Supervisor - Houston, TX

Summary

Salary
Competitive Base Salary + Bonus
Team
Retail (Head Office)
Location
Houston, TX, USA

Description

The Sales and Service Site Supervisor manages all service and repair activities at the Dyson Service Center all while delivering an iconic customer experience. Your day will include direct supervision of service center staff, quality assurance, on-site training, assurance of policy adherence, monitoring of KPI service levels, hands-on service/repair of Dyson products, inventory management, generating sales of Dyson products and other duties as required.


Accountabilities

Customer Service – Consistently inspire team to provide an iconic customer experience

  • Track and monitor key performance indicators including Net Promoter score measurements to ensure high customer satisfaction levels
  • Work alongside center staff to repair products and help customers as needed
  • Identify and capture sales opportunities with new and existing customers to drive revenue and achieve conversion rates
  • Ensure service levels are met or exceeded
  • Handle and resolve escalated service, repair and customer issues
  • Actively pursue any opportunities to deliver a better customer service experience

Operations - Ensure best operational practices at service location to deliver established center goals

  • Supervise performance of site staff to ensure optimal results
  • Meet or exceed key performance indicators of service levels within service location
  • Arrange and manage site schedule to ensure optimal coverage
  • Supervise P&L, including shipping and labor costs, keeping within budget
  • Maintain a safe work environment by conducting daily quality assurance assessments and reviews
  • Actively pursue any opportunities for cost savings or revenue generation


Training - Support training initiatives by partnering with Regional and District Service Managers to deliver high quality and effective training for employees

  • Collaborate to develop new product training and continued product knowledge
  • Ensure all process activity is communicated and Dyson service levels are understood
  • Continually evaluate training needs and opportunities to best support consumer repairs within the service center

Data & Reporting - Utilize data to communicate success of service center to business Data & Reporting

  • Manage point of sales system and reporting functions
  • Establish methods and tools to collect and analyze performance data
  • Provide real time feedback on repair issues to support Service Team in improving customer service quality and product reliability opportunities
  • Capture and report any emerging product reliability and safety issues
  • Submit weekly required reports on service activities within the service center

Fulfill other duties as required

  • Relish opportunities to pick up new activities that fall broadly in the purpose of the role
  • Take initiative to think outside the box and identify opportunities for improvement
  • Identify problems and find solutions

Skills

Experience and Education

  • Demonstrated experience working in a customer service and/or sales environment required
  • 3+ years product servicing and/or hands on repair experience preferred
  • Experience supervising small teams preferred
  • Experience managing P&L functions preferred
  • High School Diploma or equivalent required

Skills

  • Ability to understand the Dyson brand and uphold its integrity
  • High level ability to troubleshoot product faults and provide proper resolution
  • High level of customer service orientation required—a desire to help or serve others, to identify, meet and exceed their needs and expectations
  • Proven ability to build and maintain strong relationships with people at all levels of a business
  • Experience using Microsoft Office, including Word, Outlook, and Excel required; SharePoint experience a plus
  • Strong organizational skills with a proven ability to demonstrate a sense of urgency
  • Self-motivator with strong ability to work independently/remote
  • Strong ability to crunch numerical data to create action plans
  • Ability to supervise a small staff and manage P&L functions
  • Knowledge of Dyson products would be a distinct advantage
  • Ability to work a flexible schedule including weekends, select holidays and required overtime
  • Ability to lift and move up to 50 lbs.

Benefits

Dyson US monitors the market to make sure we offer competitive salaries and retirement plans. But financial rewards are just the start of a successful career at Dyson. Professional growth and new opportunities are driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a dress code reflecting our creative engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition. Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis. Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

Posted: 08 April 2019