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Customer Support Supervisor

A.W. Companies New Berlin, WI Full-Time
$60,000.00 - $65,000.00 / year
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Responsibilities

* Provide excellent customer service while managing inbound and outbound calls, order entry, technical product support, problem resolution, and coordination of order process flow, customer file maintenance and performing general duties according to department and quality procedures.
* Support distribution of Medical Products by communicating with customers on the telephone, via email, mail and fax.
* Facilitate weekly one on one meetings with each customer support representative.
* Facilitate bi-weekly one on one training sessions with each customer support representative.
* Facilitate monthly group training session and ongoing training sessions with customer support team.
* Review and approve department timecards and PTO requests.
* Facilitate all hiring and review process for customer service team.
* Improves customer experience quality by studying, evaluating, and re-designing process; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
* Process existing customer sales orders according to department instructions and quality procedures.
* Work closely with the Logistics, Insurance and Accounting Departments to ensure timely and accurate deliveries with customer satisfaction the primary goal.
* Responsible for the performance management of all direct reports.
* Actively participate in any/all departmental training meetings.
* Travel may be required from time to time.
* Personally trial any and all new initiatives with customers prior to launching scripts and systems within the department
* Identify areas of improvement, create new processes and implement with departmental feedback.
* Foster a collaborative environment with all other functional areas within the company
* Assist in training Customer Support staff to effectively win-back cancel requests, and cross sell and upsell customer accounts to maximize customer account value.

Required Qualifications
* 5 years sales experience preferred with 1-2 years of direct management experience - Medical Device/Clinical Preferred.
* Knowledge of SAP and Microsoft Office Programs highly preferred
* Account management, cold calling and lead generation experience
* Four-year college degree preferred
* Exhibits and models strong leadership skills, integrity, and reliability.
* Ability to recognize prospects, present products and close sales
* Excellent customer service skills and professional attitude.
* Ability to work in a team environment a must.
* Ability to manage multiple tasks, prioritize them and pay attention to detail
* Demonstrated PC and keyboarding skills that include word processing, efficient use of internet and email, and Microsoft Office.

 

Skills required

Customer Service
Operate Cash Register
Identify Customer Need
Resolve Customer Issue
Retention Management
Help Customer

Location

Salary Details

Based on Job Title, Location and Skills
$63K
Below Avg. Average Above Avg.

Career Path

See the next step in your career
Customer Support Supervisor
$60,000.00 - $65,000.00 / year
Estimated Salary: $64K
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Job ID: 636976592555991618

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A.W. Companies Inc. represents over 100 years of experience in recruiting, staffing and contact center outsourcing. We believe that a trusting partnership between a client and a vendor start with Honesty and Integrity. We provide services for multiple industries, including: retail, healthcare, manufacturing, financial services, higher education, telecommunications, and software. Our mission for our clients is providing the right talent to help our clients improve retention rates and performance. A.W. Companies Inc. specializes in both quality contingency staffing (temp) and high caliber credentialed hires (direct hire). We specialize in staffing for Finance, Accounting, Administrative, Office Support, Human Resources and Call Center personnel. We also help our clients reduce their operational costs by providing inbound contact center solutions with our American based at-home agent model. Our clients can expect to have agents who have passed an extensive research driven pre-employment screening process. All employees of A.W. Companies Inc. represent the highest levels of of Honesty and Integrity as front line Brand Ambassadors for our clients. Hire smart. Hire for the future. We'll help you get there. Your first and only stop for Contact Center Outsourcing and Staffing for Office Support, Human Resources, Finance and Accounting.

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