Customer Support Supervisor

TVH•Olathe, KS

7d•Onsite

About The Position

As the Customer Support Supervisor, you will lead, coach, and mentor a team of domestic Customer Support Specialists. Partnering closely with the Customer Services Manager, you will implement effective policies, ensure optimal staffing, and drive continuous improvement in customer service to support the overarching goals of our sales division.

Requirements

Minimum of 5 years of customer service experience
Minimum of 3 years of experience managing customer support or sales teams, with a proven track record of guiding teams to meet and exceed objectives.
Exceptional verbal, written, and interpersonal skills; adept at at presenting information clearly across all levels of the organization and to external customers.
Strong practical problem-solving skills with the ability to interpret data, calculate core metrics (rates, ratios, percentages), and make effective decisions in a fast-paced environment.
Highly organized, team-oriented, and self-motivated with a high level of professionalism, discretion, and confidentiality.
Ability and willingness to travel domestically (up to 10%).

Nice To Haves

Material handling, industrial equipment, or a related industry is preferred.
Bachelor’s degree from an accredited four-year college or university is preferred.

Responsibilities

Supervise, lead, and mentor a team of Customer Support Specialists, actively developing staff for future leadership roles within TVH.
Drive team engagement and foster a positive culture through bi-monthly 1:1 meetings, ongoing recognition, and clear communication.
Monitor inbound calls and customer interactions to provide constructive coaching and ensure peak KPI performance.
Identify performance gaps and coordinate targeted training for market knowledge, product expertise, and soft skills.
Manage daily staffing levels, time-off requests, overtime, and weekly payroll approvals to ensure optimal phone coverage and uninterrupted customer service.
Establish and enforce departmental expectations and performance regarding inbound call volume, response times, email and system etiquette, and overall time management.
Create and supervise effective contingency plans to maintain high service levels during planned and unplanned absences.
Serve as the primary escalation point for complex customer issues, including denied claims, shipment problems, and general complaints.
Partner with Human Resources to drive talent acquisition, conduct candidate interviews, and ensure compliance with company policies.
Align with domestic sales leadership and IT to discuss, plan, and implement ERP integrations.