Customer Experience Support Lead

6 days ago

Rockford, Michigan, United States Byrne Full time
Job Summary:

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. This role is responsible for the efficient operation of the Support and CSR Teams and works closely with other CR Supervisors to execute on the strategy for the team, influence management strategy, and coach team members on best practices.

Key Responsibilities:
  • Employee Performance Management: Assess, monitor, and improve employee skills and job performance of the support team.
  • Process Development and Enforcement: Create, maintain, and enforce CR Support and CSR Inbox work instructions and procedures.
  • Order Entry and Resolution: 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, guaranteeing resolution for all issues relating to order entry, and ensuring on-time same-day order entry.
  • Quality Improvement: Improve order entry quality results by completing audits, identifying trends, and determining system improvements; redesign work instructions to implement effective improvements.
  • Customer Communication: 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.
  • Training and Development: 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.
  • Metrics and Performance: Develop, implement, and publish a metrics strategy for order entry and order checking for both rates and accuracy.
  • Phone Monitoring and RMA Process: 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%.
  • Best Practices and Benchmarking: 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.
  • Task Expertise and Cross-Functional Collaboration: Learn and be an expert on each task of the CR Support roles, willing to accomplish those tasks with the team as needed, and champion and advocate cross-functionally on CR guiding principles, becoming a one-team ambassador.
  • Escalation and Project Work: Escalate employee and/or customer challenges to the CR Manager and collaborate with departments across Byrne, such as Finance, Shipping, Manufacturing, CAD, Quality, and others, to deliver product to customers to meet lead time expectations. Ability to occasionally travel to visit customers to build relationships, improve processes, and increase service levels.
  • Management Responsibilities: Carry out management responsibilities in accordance with Byrne's policies and procedures, including but not limited to: interviewing, training, planning, and assigning work, and handling project work as assigned.
Requirements:
  • Experience: Minimum of 4 years of experience in customer service or call center management.
  • Communication Skills: Strong communication skills, including writing and verbal communication.
  • Computer Skills: Highly proficient computer skills, including expertise in MS Excel and Word, familiarity with Outlook and Syteline is a plus.
  • Multitasking and Flexibility: Demonstrable ability to multitask effectively in an environment requiring patience and flexibility.
  • Foreign Language Fluency: Foreign language fluency for the international market served is a plus.
Education:

Bachelor's degree in a related field is highly preferred.

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