Customer Support Manager

2 weeks ago

Milwaukee, United States SITE Staffing Inc. Full time

MUST HAVE MANUFACTURING EXPERIENCEWork Schedule Monday-Friday 8:30am-5p/ Hybrid
SummaryUnder the direction of the Director of Customer Support, the Customer Support Manager will direct, coordinate and supervise the day-to-day Customer Support operations in the parts department. The Customer Support Manager is responsible for setting and maintaining standards and procedures to ensure the timely, accurate and efficient telephone support to all end-users, dealers and installers by assisting the Customer Service Team in researching and identifying parts needs and quoting price and delivery of all electrical, industrial control, hydraulic and mechanical replacement parts for all Vertical Reciprocating Conveyor (VRC) equipment, ensuring that all are done in accordance with company procedures and policies and meet internal and external customer requirements.
Essential Duties And ResponsibilitiesThis list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
  • Assists the Director of Customer Support in the day-to-day operations of the Customer Service Department by directing the daily workflow to meet service objectives and exceed customer expectations
  • Manages, coaches and mentors the Customer Support team, providing support, training and assistance to the CSRs to successfully manage and prioritize their workloads to meet goals and objectives and ensures all procedures are being followed and requests are submitted correctly to Engineering, Materials Management, Manufacturing, Shipping, Accounting, Service, Installation and all other departments
  • Performs managerial duties for the Customer Support team including selection, performance reviews, training, discipline, etc. partnering with the Director of Customer Support and HR as needed
  • Monitors and approves time cards, PTO and schedules while tracking the calendar to ensure adequate coverage
  • Leads weekly parts meeting and actively participates in weekly L10 meetings to review sales goals and objectives, discusses department errors and issues and communicates new company, product and process updates
  • Collaborates with the Director of Customer Support and Technical Advisors to identify training and development needs to provide ongoing performance feedback to CSRs and makes recommendations for learning and development plans, monitoring progress routinely
  • Works collaboratively with the Director of Customer Support, team members and across departments to resolve issues and deliver an exceptional customer experience
  • Maintains a positive, can-do attitude while leading the CSR team in an efficient and productive manner
  • Identifies and addresses customer complaints or concerns quickly and professionally to bring resolution and maintain good customer relationships, making the Director of Customer Support aware of any issues
  • Audits and monitors CSR’s work to ensure high standards and maintained and productivity goals are met
  • Reviews processes and procedures, makes recommendations to the Director of Customer Support for continuous improvement and develops and implements solutions
  • Maintains strong relationships with customers, dealers and installers
  • Builds and maintains 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
  • Partners with the Director of Customer Support to create, analyze and interpret internal reports and provide feedback on areas for improvement
  • Monitors current customer base and recommends strategies to improve customer satisfaction and ensure optimal level of customer service
  • Oversees Strategic Accounts including Target, Walmart and other high-profile customers
  • Submit all warranty documentation to Director of Customer Support for review and approval
  • Collaborates 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.
  • Assists Director of Customer Support with department projects
 Description of Marginal Job Functions:
  • Sets personal goals for continued learning and growth
  • Participates in company events and committees as needed
  • Acts as back up for Director of Customer Support when required

PERFORMANCE RESULTS:
  1. Responds to all customer requests in a timely and professional manner in accordance with processes, procedures and department standards
  2. Completes all daily activities accurately and on time and according to department and customer specifications
  3. Contributes to team goals and initiatives and is committed to continuous improvement
  4. Supports CSR team to produce practical, effective and complete solutions and maintain an excellent level of internal and external customer satisfaction
  5. Trains and develops all CSRs to ensure they are equipped to provide excellent customer service
  6. Pursues opportunities for continued education and skills development
  7. Works safely and follows all company safety rules


QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Requires a Bachelor’s Degree in Business or a related field of study
  • Requires at least 3 years work experience in a Customer Support, Technical Support or Field Service Technician role, preferably in a manufacturing, heavy equipment or material handling industry
  • Requires at least 2 years of experience in a supervisory or leadership role
  • Requires knowledge of and proven experience in developing and implementing process improvements to meet business goals
  • Requires excellent customer service skills for in-person and telephonic interaction with internal and external customers at all organizational levels
  • Requires the ability to exercise diplomacy and tact in all verbal and written communications
  • Requires excellent problem-solving skills and the ability and desire to develop, implement and communicate practical solutions
  • Requires 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
  • Requires the ability to read manuals and engineering drawings
  • Requires computer literacy and the ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) proficiently
  • Requires the ability to learn and develop proficiency in M2K ERP software
  • Requires strong time management and organizational skills combined with detail orientation and a high degree of accuracy in all tasks
  • Requires self-motivation and the ability to work independently and as part of a project team
  • Requires the ability to handle multiple, competing priorities, work under pressure and meet deadlines while producing accurate and high quality work
  • Requires the ability to manage, lead, evaluate, train and motivate individuals and teams
  • Requires the ability to use basic office equipment: fax, voicemail, copier, calculator, etc.
  • Requires basic math skills: add, subtract, multiply, divide, count and calculate

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