Customer Support & Operations Supervisor

Description

Our Customer Support & Operations Supervisor provides daily supervision, training, and guidance to the parts specialist team, acting as first-line escalation point for parts specialists,customers, and field service technicians, and facilitating solving urgent supply chain and operational issues, including alternate parts-sourcing methods as needed to address critical internal and external customer needs.  This position also assists with formal training and measurement vehicles to ensure individual contributors provide fast, accurate, and dependable parts support to internal and external customers.

Essential Duties and Responsibilities include the following.  Other duties may be assigned:

• Develop and manage call handling assignments for inbound sales representatives as needed to meet or exceed minimum acceptable customer service levels established by management and ensure balanced workflow across all available staff.

• Serve as the primary point of contact and subject matter expert for urgent internal spare parts sourcing in machine-down situations, coordinating cross-functional efforts to expedite resolution while proactively leading customer communications with professionalism, clarity, and a solutions-focused approach.Train and develop all team members to engage this process for highest service levels and without disruption.

• Train, mentor, and lead parts specialists on initial and escalation contacts during various customer situations and inquiries, ensuring that situations of rising urgency are addressed in a timely, effective manner, with proper follow-through and documentation.

• Expedite or provide handling assistance with technically challenging orders, facilitating transaction closure between Level I & Level II reps and the customer.  Customer satisfaction and first-time order accuracy is the end goal.

• Lead customer contacts through procurement bottlenecked parts process with warm  hand offs between technical support representatives and parts specialists, ensuring minimal friction is presented to the customer.

• Conduct technical and administrative research as necessary to identify hard-to-find parts, sales opportunities, and solutions leading to improved machine performance.  Ensure team is training/mentored to proficiency in this activity.

• Ensure all return authorizations provided to customers by team are created within company guidelines for returnable merchandise.

• Work with direct manager and contribute to development of a formal training plan and scoring system aimed at optimizing the customer contact experience including adopting a common customer language and set of soft skills that enhance MULTIVAC’s image as a trusted advisor to both internal and external customers.  Phone, email, and in-person communication should align with and strongly support the high price MULTIVAC commands for our parts and services.

• Establish an escalation track that quickly places field service technicians and customers with an individual that will most effectively resolve challenges.

• Contribute with manager to foster an energetic and professional team dynamic that translates in our interaction with constituents.

Qualifications:To 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.

Education/Experience:Bachelor’s degree in business, technical discipline, or related field and 3 years experience in sales or customer service; or equivalent combination of education and experience.  Strong sales knowledge, skills, and abilities required.  Ability to understand technical drawings and specifications required.  Packaging industry experience is a plus.

Computer Skills:To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word, Excel, and PowerPoint.  Experience with database applications and contact management software required.  ERP system experience preferred.

Certificates and Licenses:Current valid driver’s license and the ability to obtain a passport for travel as required by position.

Supervisory Responsibilities:Directly manage associates and carry out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems. Developing a team through coaching, counseling, and mentoring. Ensures effective communication within department and that the team follows-up appropriately. Inspires confidence and energizes and motivates associates across functional teams.