Customer Support Team Lead

3 weeks ago

Milwaukee, Wisconsin, United States QPS Employment Group Full time
Job Description

Job Title: Customer Support Manager

Job Summary:

We are seeking a highly skilled and experienced Customer Support Manager to join our team at QPS Employment Group. As a Customer Support Manager, you will be responsible for leading our customer support team and ensuring that our customers receive exceptional service and support.

Key Responsibilities:

  • Lead and manage the customer support team to ensure that customer service objectives are met and exceeded.
  • Develop and implement process improvements to increase efficiency and productivity.
  • Collaborate with the Director of Customer Support to identify training and development needs for the team.
  • Monitor and approve timecards, PTO, and schedules to ensure adequate coverage.
  • Lead weekly parts meetings and participate in weekly L10 meetings to review sales goals and objectives.
  • Collaborate with the Director of Customer Support and Technical Advisors to identify training and development needs for the team.
  • Work collaboratively with the Director of Customer Support, team members, and across departments to resolve issues and deliver an exceptional customer experience.
  • Maintain a positive, can-do attitude while leading the team in an efficient and productive manner.
  • Identify and address customer complaints or concerns quickly and professionally to bring resolution and maintain good customer relationships.
  • Audit and monitor CSR's work to ensure high standards and maintained and productivity goals are met.
  • Review processes and procedures, make recommendations for continuous improvement, and develop and implement solutions.
  • Maintain strong relationships with customers, dealers, and installers.
  • Build and maintain a strong working knowledge of procedures, processes, products, and pricing strategies to ensure adherence to these policies and procedures as well as profitability and consistency.
  • Partner with the Director of Customer Support to create, analyze, and interpret internal reports and provide feedback on areas for improvement.
  • Monitor current customer base and recommend strategies to improve customer satisfaction and ensure optimal level of customer service.
  • Oversee Strategic Accounts including Target, Walmart, and other high-profile customers.
  • Submit all warranty documentation to Director of Customer Support for review and approval.
  • Collaborate with Materials Management team to ensure proper on-hand parts inventory to meet customer demand while achieving desired inventory performance standards.
  • Submit all service warranty documentation to Service Manager for review and approval.
  • Assist Director of Customer Support with department projects.

Requirements:

  • Bachelor's Degree in Business or a related field of study.
  • At least three years of work experience in a Customer Support, Technical Support, or Field Service Technician role, preferably in a manufacturing, heavy equipment, or material handling industry.
  • At least 2 years of experience in a supervisory or leadership role.
  • Knowledge of and proven experience in developing and implementing process improvements to meet business goals.
  • Excellent customer service skills for in-person and telephonic interaction with internal and external customers at all organizational levels.
  • Ability to exercise diplomacy and tact in all verbal and written communications.
  • Excellent problem-solving skills and the ability and desire to develop, implement, and communicate practical solutions.
  • Excellent communication skills, in English, to effectively relay verbal and written information in a professional manner to all levels of management, all departments, and customers.
  • Ability to read manuals and engineering drawings.
  • Computer literacy and the ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) proficiently.
  • Ability to learn and develop proficiency in M2K ERP software.
  • Strong time management and organizational skills combined with detail orientation and a high degree of accuracy.
  • Self-motivation and the ability to work independently and as part of a project team.
  • Ability to handle multiple, competing priorities, work under pressure, and meet deadlines while producing accurate and high-quality work.
  • Ability to manage, lead, evaluate, train, and motivate individuals and teams.
  • Ability to use basic office equipment: fax, voicemail, copier, calculator, etc.
  • Basic math skills.

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