Customer Support Director

2 weeks ago

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

We are seeking a highly skilled 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.
  • Coaching and Development: Provide regular feedback, guidance, and coaching to team members to enhance performance and growth opportunities.
  • Workload Management: Direct and monitor workload balance among team members to ensure customer experience goals and SLAs are consistently met.
  • Goal Setting: Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.
  • Reporting and Analysis: Monitor reports, KPIs, and dashboards 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 and evaluate their effectiveness.
  • Escalation Support: Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
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.
  • Proficiency in Microsoft Suite applications, including Outlook, Teams, Word, Excel, and PowerPoint.
What We Offer
  • Employee Stock Ownership Plan (ESOP) - Together, We Own It.
  • Comprehensive 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.

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