Customer Support Specialist Team Supervisor

Materion • Cleveland, OH

294d

About The Position

Under the direction of the Director of Customer Support & Account Management, the Customer Support Specialist Team Supervisor is responsible for leading a team of high performing Customer Support Specialists. The Supervisor oversees and improves the daily functions and processes of the Customer Support Department. The Supervisor ensures the department provides a superior customer experience to our customers. In addition, the Customer Support Specialist Team Supervisor monitors all Customer Service order management functions including, but not limited to; order entry, issues with products, service inquiries, returns and, credits.

Requirements

• Bachelor's Degree in related field; or High School Diploma with 10+ years of related supervisory experience
• Technical system proficiency, SAP experience strongly preferred
• Manufacturing experience required, supervisory experience in metals industry preferred
• Ability to lead individuals and manage Materion processes to ensure that customers receive a quality customer experience
• Ability to handle high profile issues, complex customer situations, and escalated customer calls; maintains composure and positive attitude
• Must be a confident and strong decision maker with ability to balance customer needs versus company objectives
• Strong critical thinking and problem-solving skills
• Excellent communication skills, both verbal and written
• Strong leadership, coaching and mentoring skills
• Skilled in building teams in a positive working environment
• Ability to drive results and manage multiple priorities in a fast-paced and complex environment
• Must have the ability to work collaboratively with cross functional departments

Responsibilities

• Manage the activities and overall performance of the Customer Support Specialists through goals and metrics
• Assure team members are fully trained and continuously engage in professional development through coaching and counseling
• Collaborate with cross-functional departments to align goals and metrics
• Demonstrate a One PM & One Materion approach by identifying and capitalizing on opportunities to capture scale and drive best in class processes
• Interface directly with management and department heads in corporate headquarters and manufacturing site
• Provide subject matter expertise and technical knowledge to resolve complex orders and requests
• Handle customer escalated issues, researching the most complex issues and determining root cause and corrective action
• Ensure timely follow up activity with customers, sales and appropriate parties
• Manage associate hiring, retention, coaching, and progressive disciplinary process, as necessary
• Coordinate employee schedules, as well as monitor and approve employee timecards
• Complete all duties of a Customer Support Specialist, including but not limited to communicating with assigned customers, entering orders, providing quotes, and following up on shipments
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Primary Metal Manufacturing
• Education Level: Bachelor's degree