Location: all cities,TX, USA
Description Together, We Own it Start your employee owner journey with Shorr Packaging. The Customer Support Manager is responsible for hiring, coaching, and leading a diverse and inclusive team in a fast-paced and rapidly changing environment. This individual serves as coach, mentor, and leaderto help individuals grow in their career while setting expectations on performance-based feedback and transparency. The Customer Support Manager is a subject matter expert and an accessible point of contact for our internal stakeholders and external customers. As a department leader, this person will uphold quality service standards while modeling adherence to standard operating procedures and help to drive the strategies developed to enhance customer experience. Through effective leadership, this role will promote a culture that is consistent with the Shorr organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience. Responsibilities Hiring: responsible for hiring of new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions. Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities. Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed. Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA's are consistently met. Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement. Monitor reports, KPI's and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team on a regular basis. Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness. Recommend process improvements to drive efficiency and improved customer experience. Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality. Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met. Support onboarding and training of new Account Executives on customer facing activities as it relates to the division and customer support department. Provide support on cross-functional initiatives as internal liaison for customer support team with Shorr stakeholders including sales, marketing, finance, and operations. Requirements Bachelors Degree or equivalent required 5-7 years of relatable Business to Business (B2B) customer support experience Prior experience managing or leading a team in a fast paced, high intensity, customer focused environment Strong organization skills and ability to multi-task/prioritize based on urgency. Strong written and verbal communication skills with ability to communicate across multiple levels within an organization. Demonstrated ability to analyze complex situation and effectively problem-solve. Proven capacity to discern when confidentiality must be observed. Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements. Must be efficient in all Microsoft Suite applications including Outlook, TEAMS, Word, Excel, and Power Point Shorr Benefits Build Wealth: Employee Stock Ownership Plan (ESOP) - Together, We Own It Comprehensive Employee Benefits: Explore Shorr Employee Benefits Competitive base compensation plus targeted annual bonus plan Generous Paid Time off: Vacation, Personal, Sick and Floating Holidays along with company holidays 401K with company match Team based Employee Owner company culture Shorr Packaging Corporation is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is the policy of the Shorr Packaging Corporate to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, protected veteran status, disability status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.