Customer Support Director

2 weeks 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 Onboarding: Partner with HR to recruit, interview, and onboard new team members, ensuring a smooth transition into the role.
  • Training and Development: Provide consistent learning and development initiatives to enhance performance and growth opportunities for all team members.
  • Team Motivation and Coaching: Interact with team members daily to motivate and coach for peak performance, providing feedback and guidance as needed.
  • Workload Management: Direct and monitor workload balance among team members, effectively delegating tasks to ensure customer experience goals and SLAs are consistently met.
  • Goal Setting and Monitoring: Set, manage, and monitor employee/team goals and objectives, communicating expectations for productivity, quality, and continuous improvement.
  • Reporting and Analysis: Monitor reports, KPIs, and dashboards, analyzing 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, evaluating their effectiveness and recommending improvements.
  • Escalated Issues: Support team members in resolving escalated issues and complaints, ensuring prompt resolution time and consistent quality.
  • Back-up Support: Provide back-up support to team members and assist with tasks as needed to ensure SLAs are met.
  • Cross-functional Initiatives: Support onboarding and training of new Account Executives on customer-facing activities, as well as provide support on cross-functional initiatives as an internal liaison for the customer support team.
Requirements
  • Bachelor's Degree or Equivalent Required
  • 5-7 Years of Relatable B2B Customer Support Experience
  • Prior Experience Managing or Leading a Team in a Fast-Paced, High-Intensity, Customer-Focused Environment
  • Strong Organization Skills and Ability to Multi-Task/Prioritize Based on Urgency
  • Strong Written and Verbal Communication Skills with Ability to Communicate Across Multiple Levels Within an Organization
  • Demonstrated Ability to Analyze Complex Situations and Effectively Problem-Solve
  • Proven Capacity to Discern When Confidentiality Must Be Observed
  • Demonstrated Ability to Work Through an Organization with Key Business Partners to Hit Key Metrics and Drive Process Improvements
  • Efficiency in Microsoft Suite Applications, Including Outlook, TEAMS, Word, Excel, and PowerPoint
Shorr Benefits
  • Build Wealth: Employee Stock Ownership Plan (ESOP) - Together, We Own It
  • Comprehensive Employee Benefits: Explore Shorr Employee Benefits
  • Competitive Base Compensation Plus Targeted Annual Bonus Plan
  • Generous Paid Time Off: Vacation, Personal, Sick, and Floating Holidays, Along with Company Holidays
  • 401K with Company Match
  • Team-Based Employee Owner Company Culture

Shorr Packaging Corporation is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is the policy of the Shorr Packaging Corporate to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, protected veteran status, disability status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

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