Customer Support Supervisor

USA Customer Support Supervisor

Department: Sales Location: Olathe, KS (Full-time)

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.

YOUR ROLE AND RESPONSIBILITIES

Team Leadership & Coaching

• 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.

Daily Operations & Workforce Management

• 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.

Customer Experience & Cross-Functional Collaboration

• 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.

HOW TO SUCCEED

• Experience: Minimum of 5 years of customer service experience; material handling, industrial equipment, or a related industry is preferred.
• Leadership: Minimum of 3 years of experience managing customer support or sales r teams, with a proven track record of guiding teams to meet and exceed objectives.
• Education: Bachelor's degree from an accredited four-year college or university is preferred.
• Communication: Exceptional verbal, written, and interpersonal skills; adept at at presenting information clearly across all levels of the organization and to external customers.
• Analytical Skills: 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.
• Work Style: Highly organized, team-oriented, and self-motivated with a high level of professionalism, discretion, and confidentiality.
• Travel: Ability and willingness to travel domestically (up to 10%).

WHAT'S IN IT FOR YOU

You'll be part of a people-centric culture, where your well-being matters. Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits like our incredible dollar-for-dollar 401(k) match up to 6%.

PEOPLE ARE AT OUR HEART

TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness, and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.

ABOUT TVH

TVH is a global one-stop shop for spare parts and accessories for forklift trucks, industrial equipment, and agricultural machinery. Our 4,600 colleagues are the strength, heart, and soul of TVH. We are a dynamic team, where initiative and entrepreneurship are valued, and innovation takes center stage.

TVH is an Equal Opportunity Employer. TVH will not discriminate against applicants based on race, color, religion, national origin, sex (including pregnancy and gender identity), sexual orientation, genetic information, or because they are an individual with a disability or a person 40 years old or older.