Customer Support Manager

3 weeks ago

Horsham, United States Turn 14 Distribution Full time

Drive Your Future with Turn 14 Distribution Named SEMA Channel Partner of the Year 2022, and SEMA WD of the Year 2021, 2018, 2016, Turn 14 Distribution is always seeking great talent that will continue to elevate us as an industry leader.

**Overview**:
We are currently seeking a Customer Support Manager to assist in fostering an award-winning customer service environment.
- Ensure our customers are happy
- Serve as an example of the T14 core values
- Provide superior customer support by identifying issues, devising solutions, and looking for root causes
- Lead, manage, and direct all Customer Support activities.
- Work closely with customers, vendors, and staff to review feedback and suggestions for improving processes and company policies
- Investigate and resolve escalated customer complaints or issues in a timely and effective manner
- Analyze statistics and data to determine the level of support Turn 14 Distribution is providing
- Monitor Customer Satisfaction scores and implement strategies to improve them.
- Oversee Quality Assurance Program (Evaluagent)
- Identify opportunities for automation or process improvement within the customer support department to increase efficiency and effectiveness
- Develop and maintain customer support policies, procedures, and documentation to ensure consistency and clarity for both staff and customers
- Remain agile in meeting evolving customer needs by adeptly shifting focus and adapting strategies
- Weekly trainer meetings to ensure new staff are on target for completion of training
- Included in all first six-month review meetings with supervisor and their subordinate to provide insight and feedback on the review period
- Weekly meetings with direct reports to work on goals and areas of improvement and gauge how their staff are developing
- Monthly meetings with all staff
- Collaborate with supervisors to build monthly schedules for staff
- Coordinate with other managers to discuss possible improvements in Customer Support
- Bi-weekly meetings with Sales Managers
- Monthly KPI reporting to the Director of Operations
- Performance on direct reports
- Overview of the performance of the entire department
- Key areas for improvement
- Promote a culture of continuous improvement within the customer support team by encouraging innovation, creativity, and proactive problem-solving among team members

There at Every Turn
We emphasize meaningful career development and growth through challenging employees with projects and supporting them with continued education and training. We offer an ever-growing array of competitive benefits and compensation, including:

- Competitive Pay Structure
- Company-Sponsored Insurance: Medical, Dental, Flexible Spending Accounts, and Dependent Care Accounts
- Generous Paid Time Off and Paid Holidays
- 401(K) Match
- Tuition Reimbursement
- Company-Sponsored Events
- Subsidized Part Purchasing Program

We value all employees. We believe we are one. These beliefs extend to everyone we encounter: clients, customers, vendors, employees, applicants, enthusiasts and followers. We offer career development through training opportunities, including Tuition Reimbursement, to further hone professional talents.

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