Sales & Customer Support Supervisor

Talent Acquisition Team•Indianapolis, IN

3d•$70,000•Onsite

About The Position

The Sales & Customer Support Supervisor will oversee the Sales & Service Coordinators and Customer Service Agents, monitoring day-to-day activities and ensuring service level agreements are met. This role involves supporting and motivating customer service teams to maximize business performance, including training, daily service reviews, escalations, and performance management. The Supervisor will understand the Scholastic Sales Partners go-to-market strategy and assist management with projects to ensure customer satisfaction and loyalty by analyzing complaints and developing new procedures. Herff Jones is a leading provider of graduation and educational products and services, inspiring achievement and creating memorable experiences for students since 1920.

Requirements

College degree preferable or comparable work-related experience.
Ability to communicate well with internal colleagues of all levels.
Excellent written and verbal communication skills with customers and sales representatives.
Leadership experience.
Must be able to work under stressful time commitments, especially during the graduation seasons.
Knowledge of Microsoft Office programs and ERP systems.
Comfortable sitting for longer periods of time.

Nice To Haves

Knowledge of Scholastic graduation products and services preferred.

Responsibilities

Interface with sales partners to handle both pre-sales and post-sales service functions.
Collaborate with CSAs daily to ensure team is operating cohesively and delivering on expectations.
Monitor and report performance metrics for the RSC Coordinator area, holding Coordinators accountable to SLAs and CS metrics.
Provide outstanding customer service to improve customer satisfaction and relationships.
Handle and resolve sales partner complaints/inquiries via mail or phone in a timely and accurate manner.
Continually coach sales representatives on proper administrative procedures with the Plant, Plant CSRs, and student CSRs.
Represent the Company to the sales representative in a positive, professional manner in all communications.
Work alongside the Director of Customer Experience to build customer rapport and attend conventions when needed.
Supervise the daily operations of the Sales & Service Coordinators and Customer Service Agents.
Ensure CX department service goals for team members are being met consistently, coaching, and leading the way for Coordinators to reach those goals.
Monitor and report performance metrics for the Sales & Service Coordinator Service area.
Track Coordinator use of telephony and case management systems.
Backfill and support colleagues during vacations, transitions, and seasonal volume increases.
Assess the training needs of the Coordinator Team and oversee the training development and delivery.
Identify and implement process improvements within the RSC when necessary.
Work closely with management to research complicated scenarios or unusual circumstances that require additional attention.
Stay current on the latest industry trends and techniques.
Approve weekly time sheets and performance metrics.
Serve as the primary interface/point of contact for the department.
Oversee/manage daily operations of the department.
Manage program resources in accordance with company directives and in adherence to contract requirements.
Provide representation of departmental objectives across inter-functional groups and teams.
Contribute to long-term developmental vision.
Facilitate inter-departmental communication and problem solving.
Manage conflict resolution amongst employees, ISPs, and other levels of management.