Customer Success Supervisor

Simco Electronics • Richardson, TX

84d

About The Position

The Customer Success Supervisor is responsible for overseeing the daily operations of the customer success team, ensuring alignment with organizational objectives and delivering an exceptional customer experience. This position involves collaborating with internal teams to promptly address customer needs, maintaining clear and professional communication, and fostering strong, positive relationships. Success in this role requires a keen attention to detail, adaptability, and a dedication to continuous improvement in service excellence. With a focus on customer-centered leadership and process optimization, this position plays a pivotal role in ensuring efficient and seamless service delivery.

Requirements

• Associate degree or equivalent experience.
• Minimum of 10 years of customer service experience, including at least 3 years in a leadership role.
• Proven ability to train and lead teams successfully in a professional environment.
• Proven experience in making critical decisions and effectively resolving conflicts in fast-paced and dynamic environments.

Responsibilities

• Directly supervise Customer Success Representatives and Associates.
• Conduct performance reviews, identify training needs, and create professional development plans.
• Build a positive team culture that promotes collaboration and accountability.
• Monitor service metrics, such as response times and customer satisfaction rates, to identify improvement areas.
• Serve as an enthusiastic ambassador for SIMCO's Mission and Service, ensuring a high level of customer satisfaction.
• Build strong relationships with high-value customers, acting as their trusted service advisor.
• Act as a point of escalation for critical customer concerns, ensuring resolution aligns with company standards.
• Proactively identify potential issues and resolve them before escalation.
• Handle inbound and outbound communication via phone, email, and other platforms, ensuring clarity and professionalism.
• Address and resolve challenging customer inquiries and complaints and provide updates on service status using the designated online system.
• Effectively escalate customer requests to the appropriate internal personnel for swift resolution.
• Accurately document all customer interactions, service requests, and status updates in the appropriate systems.
• Organize and maintain customer records, including shipping forms, field service reports (FSRs), and transfer forms.
• Regularly review and update customer contact information to ensure accuracy.
• Monitor and manage the Delayed Delivery Report (DDR), ensuring all delayed items are addressed and resolved professionally.
• Lead initiatives to enhance customer service workflows and technologies.
• Prepare and present detailed reports on team performance and service trends to senior management.
• Collaborate with internal teams to coordinate service workflows and ensure seamless communication.
• Proactively share customer feedback and insights with the team to improve overall service quality.
• Identify inefficiencies in service workflows and recommend actionable solutions to leadership.

What This Job Offers

• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree
• Number of Employees: 251-500 employees