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Customer Support Team Leader

2 months ago

Jasper Indiana, United States MasterBrand Cabinets LLC Full time

Job Overview:
This supervisory position is accountable for overseeing a specialized team within a brand or sales channel-based Customer Support division.

Organizational Structure:
This role reports directly to the Manager of Retail Customer Support.

Key Responsibilities:
1. Provide direct oversight for team members, fostering the development of each associate's skills in alignment with their goals and knowledge levels.
2. Formulate action-planning strategies that outline forthcoming steps for enhancements.
3. Monitor workload management and team performance metrics, effectively reporting findings and managing team output.
4. Assist Customer Support in resolving issues related to customer orders or deliveries, addressing product inquiries, and managing manufacturing concerns.
5. Maintain and update internal documentation to ensure accuracy and relevance.
6. Strengthen team relationships across all MasterBrand functions, including Customer Support channel regions and team responsibilities.
7. Collaborate with IT to identify and rectify system faults and necessary enhancements.
8. Identify and implement process improvements to optimize Customer Support operations.
9. Analyze, interpret, and respond to report data pertinent to business needs, making timely operational decisions on a daily basis.
10. Oversee root cause analysis and implement appropriate interventions or corrective actions to mitigate recurring customer issues.
11. Recruit and train new employees on product knowledge, procedural changes, and essential skills and techniques.
12. Conduct employee performance evaluations, providing regular assessments and coaching, and implementing corrective actions when required.

Company Values:
Consistently embody the MasterBrand Way, positioning the organization for growth while identifying opportunities to minimize waste, complexity, and enhance the work environment.

Collaborate with the Manager to create a training plan aimed at advancing interpersonal and management skills.
Assume responsibilities for overseeing special projects as assigned and perform additional duties as necessary.