The Customer Support Supervisor is responsible for leading and supervising a team of Customer Care Specialists to support a high level of customer satisfaction while focusing on meeting company sales goals. Are you familiar with manufacturing? Can you lead, coach and develop a team? Can you travel on a limited basis? (about 10%) If you answered yes, then wed like to speak with you! Seeking a candidate with a stable work history to join the team. This role is on-site.
CHIEF RESPONSIBILITIES:
- Supervises team members to ensure performance metrics are met, and company policies and procedures are followed.
- Leads, coaches, and motivates team members regarding product offerings, service, philosophy and standards
- Maintains ongoing communication with team members and promotes company service initiatives
- Provides team members with information regarding questions, daily tasks, policies and procedures
- Observes, communicates regularly, and completes performance reviews with direct reports in order to hold them accountable to company performance standards
- Maintains standard work and standard operating procedures (SOPs) and ensures that processes/procedures are followed
- Interviews and helps to hire staff for Customer Care related roles
- Utilizes and creates reports to support service excellence
- Applies resources including personnel, materials, and supplies to optimize productivity
- Evaluates escalated customer complaints and utilizes escalations as a method to train and develop staff Ensures accuracy of documentation received for the creation of new accounts
- Supports and coordinates activities with other teams and/or business partner/customers, as necessary Works closely with Sales to grow revenue
- Supports/conducts customer visits at company facilities, as needed
- Travels to business partner/customer sites to support business objectives on a ~quarterly basis (10% travel)
- Supports sales by assisting in efforts to minimize the turnover rate of customers
- Participates in Kaizen events when needed
KNOWLEDGE & SKILL REQUIREMENTS:
- A minimum of an Associate Degree required, BA/BS preferred
- 3+ years customer service or inside sales experience in a B2B setting, preferably working with technical products to include handling of progressively more complex customer issues and resolutions.
- Experience with an industrial instrumentation company is highly preferred.
- 2+ years supervisory experience preferably in an inside sales environment
- Excellent communication, organizational, telephone and computer skills
- Experience with CRM software preferred
Biter & Associates is a direct-hire recruiting firm. No fee is ever charged to the candidate. All fees are paid by our client companies.
Candidates must submit a minimum of three professional references and agree to a criminal background check, drug screen, employment verification and verification of education.