Client Support Center Supervisor — Fire Protection Solutions

The Viking Group•Phoenix, MI

12d

About The Position

Lead a Team That Safeguards What Matters At Viking, our fire protection products deliver peace of mind across the globe. We’ve spent over a century doing things the right way—with innovation, integrity, and a relentless commitment to safety. Your leadership in our Client Support Center helps bring that mission to life. Why this role matters Every accurate order, resolved claim, and clear communication supports life safety and property protection. Your guidance ensures CSRs have the tools, training, and confidence to deliver exceptional experiences. Process improvements you champion directly impact service quality and profitability.

Requirements

Bachelor’s degree preferred.
At least 5 years as a Customer Service Representative.
At least 2 years in a supervisory/people-leadership capacity.
Strong working knowledge of internet-based tools, MS Windows, JD Edwards (JDE), and approval workflows.
Excellent project management ability.
Clear, professional communication—written and verbal.

Nice To Haves

Proficient in Customer Service
Bachelor's Degree
Equipment/Parts Counter Sales
Business-to-Business (B2B)

Responsibilities

Team leadership: Supervise CSRs; set expectations using our training curriculum; coach, recognize, and hold accountable.
People operations: Hire, make wage recommendations, conduct performance reviews and improvements, manage discipline and dismissals as needed.
Service oversight: Be the escalation point for customer and interdepartmental issues; maintain a professional, service-driven culture.
Operational control: Schedule workloads; track time and accruals; set overtime; approve vacations and leaves to meet demand.
Order lifecycle: Drive resolution on open orders, quotes, returns, claims, and pricing discrepancies.
Credit approvals: Approve credits to SupplyNet branches except for simple returns and those personally handled by the branch or operations manager.
Contract pricing: Set up and sustain accurate pricing agreements for customers.
Reporting: Gather and deliver service performance data to branch and regional operations management and others.
Cross-functional collaboration: Communicate with customers, suppliers, and internal teams to remove roadblocks.
Other duties as assigned to support the branch’s objectives.