Customer Support Director

4 days ago

Grand Prairie, Texas, United States Shorr Packaging Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Manager to join our team at Shorr Packaging. As a key member of our organization, you will be responsible for leading a diverse and inclusive team in a fast-paced and rapidly changing environment.

Key Responsibilities
  • Hiring and Training: Partner with HR to recruit, onboard, and develop a high-performing team of customer support professionals.
  • Team Leadership: Motivate and coach team members to achieve peak performance, provide feedback, and develop corrective action plans when needed.
  • Workload Management: Direct and monitor workload balance among team members, delegate tasks effectively, and ensure customer experience goals and SLAs are consistently met.
  • Employee Goals and Objectives: Set, manage, and monitor employee/team goals and objectives, communicate expectations for productivity, quality, and continuous improvement.
  • Reporting and Analysis: Monitor reports, KPIs, and dashboards, analyze data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction.
  • Process Improvement: Contribute to the development and roll-out of customer service/sales support standard operating procedures, evaluate effectiveness, and recommend process improvements.
  • Escalated Issues: Support team members in resolving escalated issues and complaints, ensure prompt resolution time, and consistent quality.
  • Cross-Functional Initiatives: Support onboarding and training of new Account Executives on customer-facing activities, and serve as an internal liaison for customer support team with Shorr stakeholders.
Requirements
  • Education: Bachelor's Degree or equivalent required.
  • Experience: 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.
  • Skills: Strong organization skills, ability to multi-task/prioritize based on urgency, strong written and verbal communication skills, ability to communicate across multiple levels within an organization, demonstrated ability to analyze complex situations and effectively problem-solve.
  • Software Proficiency: Efficient in all Microsoft Suite applications, including Outlook, TEAMS, Word, Excel, and PowerPoint.
Shorr Benefits
  • Employee Stock Ownership Plan (ESOP): Build wealth and ownership in Shorr Packaging.
  • Comprehensive Employee Benefits: Explore Shorr Employee Benefits.
  • Competitive Compensation: Competitive base compensation plus targeted annual bonus plan.
  • Paid Time Off: Generous paid time off, including vacation, personal, sick, and floating holidays, along with company holidays.
  • 401K: Company match.
  • Team-Based Culture: Employee owner company culture.

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