Customer Support Supervisor

Johnson Controls • TX

88d • $73,000 - $91,000

About The Position

As a Customer Support Specialist, you will be in the office 2 days per week and 3 remote supporting the US, Canada, and Latin America and your hours will vary depending on what region you will be supporting. You will execute all administrative tasks relating to the Johnson Controls Fire Suppression parts and product and positively interact with customers both verbally and written. Part of your day-to-day tasks include supervising a team of 5-10 people, handling escalated customer complaints, clearing a backlog of $1.5M in dispute cases, creating SOPs to maintain backlog at a healthy level, maintaining SLA of 30 day max for open cases, keeping backlog for both WM and SPH teams under 300 cases, reviewing and closing disputes with collections team, following up and coordinating internal resolution to customer complaints, handling RMA credits, managing metrics, and supervising cases in Salesforce.com.

Requirements

• University degree or equivalent combination of education and experience
• 3 years of supervisory experience
• Minimum of 2 years CRM experience with Salesforce.com, SAP and/or JD Edwards
• Demonstrate a customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns
• Experience prioritizing and carrying out multiple assignments effectively and concurrently
• Excellent problem-solving skills
• Ability to demonstrate proactive behavior
• Adept to working in a fast paced, team-oriented environment with quickly changing priorities
• Exhibits active listening skills
• Attention to detail
• Strong computer skills including proficiency with Microsoft Office suite of products

Nice To Haves

• Previous experience leading a remote team

Responsibilities

• Supervise a team of 5-10 people
• Handle escalated customer complaints
• Clear backlog of $1.5M in dispute cases
• Create SOPs to maintain backlog at a healthy level
• Maintain SLA of 30 day max for open cases
• Keep backlog for both WM and SPH teams under 300 cases
• Review and close disputes with collections team
• Follow up and coordinate internal resolution to customer complaints
• Handle RMA credits
• Manage metrics
• Supervise cases in Salesforce.com

Benefits

• Competitive wages
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities
• Outstanding resources with encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees