Customer Support Manager

2 weeks ago

Milwaukee, United States QPS Employment Group Full time

Position Title: Customer Support Manager

Wage: $25.00 - $28.00/hour

Shift: 1st

Hours: 8:30am – 5:00pm (Hybrid)

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QPS Employment Group has a great opportunity available for a Customer Support Manager at a company in Milwaukee, WI. This is a direct hire position. Apply now

Customer Support Manager Responsibilities:
- Assists the Director of Customer Support in the day-to-day operations of the Customer Service Department by directing the daily workflow to meet service objectives and exceed customer expectations
- Manages, coaches and mentors the Customer Support team, providing support, training and assistance to the CSRs to successfully manage and prioritize their workloads to meet goals and objectives and ensures all procedures are being followed and requests are submitted correctly to Engineering, Materials Management, Manufacturing, Shipping, Accounting, Service, Installation and all other departments
- Performs managerial duties for the Customer Support team including selection, performance reviews, training, discipline, etc. partnering with the Director of Customer Support and HR as needed
- Monitors and approves timecards, PTO and schedules while tracking the calendar to ensure adequate coverage
- Leads weekly parts meeting and actively participates in weekly L10 meetings to review sales goals and objectives, discusses department errors and issues and communicates new company, product and process updates
- Collaborates with the Director of Customer Support and Technical Advisors to identify training and development needs to provide ongoing performance feedback to CSRs and makes recommendations for learning and development plans, monitoring progress routinely
- Works collaboratively with the Director of Customer Support, team members and across departments to resolve issues and deliver an exceptional customer experience
- Maintains a positive, can-do attitude while leading the CSR team in an efficient and productive manner
- Identifies and addresses customer complaints or concerns quickly and professionally to bring resolution and maintain good customer relationships, making the Director of Customer Support aware of any issues
- Audits and monitors CSR’s work to ensure high standards and maintained and productivity goals are met
- Reviews processes and procedures, makes recommendations to the Director of Customer Support for continuous improvement and develops and implements solutions
- Maintains strong relationships with customers, dealers and installers
- Builds and maintains a strong working knowledge of procedures, processes, products and pricing strategies to ensure adherence to these policies and procedures as well as profitability and consistency
- Partners with the Director of Customer Support to create, analyze and interpret internal reports and provide feedback on areas for improvement
- Monitors current customer base and recommends strategies to improve customer satisfaction and ensure optimal level of customer service
- Oversees Strategic Accounts including Target, Walmart and other high-profile customers
- Submit all warranty documentation to Director of Customer Support for review and approval
- Collaborates with Materials Management team to ensure proper on-hand parts inventory to meet customer demand while achieving desired inventory performance standards
- Submit all service warranty documentation to Service Manager for review and approval.
- Assists Director of Customer Support with department projects

Requirements for Customer Support Manager:
- Bachelor’s Degree in Business or a related field of study
- At least three years of work experience in a Customer Support, Technical Support or Field Service Technician role, preferably in a manufacturing, heavy equipment or material handling industry
- At least 2 years of experience in a supervisory or leadership role
- Knowledge of and proven experience in developing and implementing process improvements to meet business goals
- Excellent customer service skills for in-person and telephonic interaction with internal and external customers at all organizational levels
- Ability to exercise diplomacy and tact in all verbal and written communications
- Excellent problem-solving skills and the ability and desire to develop, implement and communicate practical solutions
- Excellent communication skills, in English, to effectively relay verbal and written information in a professional manner to all levels of management, all departments and customers
- Ability to read manuals and engineering drawings
- Computer literacy and the ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) proficiently
- Ability to learn and develop proficiency in M2K ERP software
- Strong time management and organizational skills combined with detail orientation and a high degree of accuracy
- Self-motivation and the ability to work independently and as part of a project team
- Ability to handle multiple, competing priorities, work under pressure and meet deadlines while producing accurate and high quality work
- Ability to manage, lead, evaluate, train and motivate individuals and teams
- Ability to use basic office equipment: fax, voicemail, copier, calculator, etc.
- Basic math skills

maria.ertmer@qpsemployment.com

IND999

QPS Employment Group is a full-service staffing firm comprised of dedicated and passionate people with over 50 offices throughout the Midwest. We place great people with great companies in industrial, skilled trades, administrative, manufacturing, general labor and professional employment. Hiring immediately

Why Work with QPS?
- Access to sought-after positions with leading employers
- Dedicated placement specialists who will guide you through every step of the job search process

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