Managed Services, Customer Success Supervisor

WillScot Corporation•Kissimmee, FL

66d

About The Position

The Managed Services Supervisor is responsible for overseeing a team of Managed Services/3PV Sales Support & AP Billing Coordinators, ensuring the success of the Managed Services order fulfillment activities across the modular and storage WS business. The Supervisor will maintain excellent service productivity and efficiency standards, respond efficiently to customer inquiries, strive for high customer satisfaction and excel in WS Core Values. The job provides a variety of customer service support duties to customers and ensures that timely and accurate information is provided in a professional manner. Coordinates transactions adhering to support customer needs Assist with hiring, developing, motivating and retaining staff. Assist with training all new employees and implement relevant new policy and procedures. Drives key metrics to ensure deliveries and returns are supported in a safe and efficient manner that meets best in class customer support. Drive compliance around the transactional order process to ensure accuracy. Drives system compliance around the process which improves communication around delivery, installation and returns for the customer. Ensures Managed services/3PV Sales Support & AP Billing Coordinators are transacting in the most efficient manner in order to reduce cost while providing best in class customer & vendor support. Drives a high level of communication between the Transportation Coordinator, Customer Success Specialist and Branch to support on time and in full delivery. Provides a high level of value-added service to internal customers. Assist with reconciling vendor invoice disputes in a timely fashion.

Requirements

High School Diploma or equivalent
2-3 years of supervisory experience.
Able to build and maintain strong collaborative relationship across all levels and departments.
Proven leadership background in a customer call center environment, ability develop, mentor and empower the managed services team while creating a culture of accountability.
Proficient with MS Office/Excel/Word/Outlook as well as Salesforce.com and SAP
Capable of pulling and analyzing data to deliver insights on performance and strong ability to produce high-quality PowerPoint presentations for customer interactions and senior management.

Nice To Haves

Bachelors degree preferred.
Experience implementing a centralized customer support function is a plus

Responsibilities

Overseeing a team of Managed Services/3PV Sales Support & AP Billing Coordinators
Ensuring the success of the Managed Services order fulfillment activities across the modular and storage WS business
Maintaining excellent service productivity and efficiency standards
Responding efficiently to customer inquiries
Striving for high customer satisfaction
Coordinating transactions adhering to support customer needs
Assisting with hiring, developing, motivating and retaining staff
Assisting with training all new employees and implement relevant new policy and procedures
Driving key metrics to ensure deliveries and returns are supported in a safe and efficient manner that meets best in class customer support
Driving compliance around the transactional order process to ensure accuracy
Driving system compliance around the process which improves communication around delivery, installation and returns for the customer
Ensuring Managed services/3PV Sales Support & AP Billing Coordinators are transacting in the most efficient manner in order to reduce cost while providing best in class customer & vendor support
Driving a high level of communication between the Transportation Coordinator, Customer Success Specialist and Branch to support on time and in full delivery
Providing a high level of value-added service to internal customers
Assisting with reconciling vendor invoice disputes in a timely fashion