Customer Relations Support Team Lead
1 week ago
As a Customer Relations Support Supervisor at Byrne, you will oversee and direct the day-to-day activities of the Customer Relations Support Team and the Customer Service Representative (CSR) Team. Your primary responsibility will be to ensure the efficient operation of the Support and CSR Teams, working closely with other CR Supervisors to achieve this goal. You will be responsible for executing the strategy set forth for the team, influencing management strategy from the Customer Relations Manager, and coaching team members on best practices.
Key Responsibilities:- Assess, monitor, and improve employee skills and job performance of the support team.
- Create, maintain, and enforce CR Support and CSR Inbox work instructions and procedures.
- Accomplish day-to-day work operations through ownership of accuracy and on-time completion of all job tasks related to purchase orders, from order entry through order confirmations, ensuring resolution for all issues relating to order entry and guaranteeing on-time same-day order entry.
- Improve order entry quality results by completing audits, identifying trends, and determining system improvements, redesigning work instructions to implement effective improvements.
- Accomplish day-to-day work operations through ownership of accuracy and on-time communication with customers in the CSR Inbox, working to improve CSR Inbox processes to best serve customers.
- Develop and maintain a training program with ongoing needs assessments, updated training materials, evaluations, and feedback to ensure all team members are properly trained in all areas.
- Develop, implement, and publish a metrics strategy for order entry and order checking for both rates and accuracy.
- Champion phone monitoring strategy, including call monitoring, feedback processes, and published metrics, collaborating with the CR Supervisor team.
- Champion RMA process for Support with bi-monthly outputs, collaborating with the CR Manager to reduce Support RMAs by 25%.
- Accountable for quarterly benchmarking of best practices on customer satisfaction from other leading organizations, identifying customer pain points leading to resolution via process improvements or automation.
- Learn and become an expert on each task of the CR Support roles, willing to accomplish those tasks with the team as needed.
- Champion and advocate cross-functionally on CR guiding principles, becoming a one-team ambassador.
- Escalate employee and/or customer challenges to the CR Manager.
- Collaborate with departments across Byrne, such as Finance, Shipping, Manufacturing, CAD, Quality, and others, to deliver product to customers to meet lead time expectations.
- Occasionally travel to visit customers to build relationships, improve processes, and increase service levels.
- Minimum of 4 years of experience in customer service or call center management.
- Strong communication skills, including writing and verbal communication.
- Highly proficient computer skills, including expertise in MS Excel and Word. Familiarity with Outlook and Syteline is a plus.
- Demonstrable ability to multitask effectively in an environment requiring patience and flexibility.
- Foreign language fluency for the international market served is a plus.
- Bachelor's degree in a related field is highly preferred.
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