Do It Best Corp. - Fort Wayne, IN

posted 2 months ago

Full-time - Mid Level
Fort Wayne, IN
Merchant Wholesalers, Durable Goods

About the position

The Point of Sale (POS) Support Supervisor plays a crucial role in leading a team that provides technical support for point of sale technology in member stores. This position involves managing a team of eight support professionals, ensuring they meet service level agreements (SLAs) and performance goals while handling escalations and collaborating with vendors and internal stakeholders to resolve complex issues. A strong understanding of data structures related to sales and POS systems is essential for success in this role.

Responsibilities

  • Lead the team in analyzing and resolving member inquiries related to POS systems
  • Monitor team performance and report on metrics to ensure department goals are met
  • Provide leadership and direction to the team for daily responsibilities
  • Oversee the escalation process, including tracking, logging, and ensuring timely follow-up on calls
  • Maintain and expand department documentation to improve service and knowledge retention
  • Responsible for Point of Sale Support team performance management
  • Train team members and troubleshoot issues related to EDI communications with members and POS vendors
  • Cultivate a foundational understanding of each member-compliant POS system
  • Resolve transmission issues associated with member data in POS systems
  • Develop general training materials and procedural documentation for members
  • Provide member education at markets, member training programs, and through learning management system
  • Extract, review, and offer data-driven recommendations for improving POS data
  • Special Projects assigned by the Store Operations & Conversions Manager

Requirements

  • Bachelor's Degree (preferred) or equivalent combination of education and related experience
  • 2+ years technical support experience preferred
  • Knowledge of help desk ticketing software (Zendesk) is a plus
  • Knowledge of retail hardware point of sale systems (specifically Epicor) is a plus
  • Strong communication skills both written and verbal
  • Patient and calm demeanor
  • Organized and detailed
  • Ability to independently problem solve
  • Ability to understand databases and analyze data from queries
  • Can quickly ‘change gears' to respond to changes in priorities
  • Ability to juggle multiple issues and prioritize for urgency
  • Ability to create and maintain written documentation

Benefits

  • Full insurance benefits package including Medical, Dental, & Vision
  • Paid time off to foster work/life balance
  • Profit sharing
  • Bonus Pay opportunities
  • Retirement funding opportunities
  • Education reimbursement
  • Health club reimbursement
  • Career advancement opportunities
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