Supervisor, Customer Success

Supervisor, Customer Success

As a Customer Success Supervisor, you will lead a team that is responsible for creating optimal experiences and delivering premier service levels for our direct and indirect customers. While you prioritize customer needs, we will prioritize your development. This position will report to the Customer Services Manager, Western Operating Group. Join us and become an integral part of our winning team. This is a hybrid role based out of one of our western manufacturing facilities 2 days per week.

About the role:

Work Planning: Strategically plan and prioritize daily activities using CRM, Telecom, Configuration systems, and dashboards to optimize workflows and team efficiency. Assign schedules/responsibilities to Customer Service Representatives (CSRs) based on volume management strategies and ensure proper workload distribution. Manage the credit memo process, with authority to approve credits up to a specified dollar amount.

Customer Engagement: Regularly interact with customers to ensure their needs are prioritized and promptly addressed. Monitor service dashboards to ensure CSRs are meeting targeted service levels and maintaining high-quality customer interactions. Lead team expectations of support for multiple brands to customer partners, fostering strong customer relationships. Work closely with Customers, Sales and Operations to ensure Customer Success aligns with all business objectives and goals.

Culture Building: Establish and maintain a positive, customer-centric team culture paramount to the success of the business. This includes communicating a shared mission, fostering a sense of community, and ensuring that all actions and communications are working toward the same goal.

Issue Resolution: Promptly address and resolve customer inquiries related to product quality, delivery coordination, warranty needs, product availability, pricing, and billing. Actively collaborate with operations and sales teams to expedite orders and ensure maximum customer satisfaction. Drive Customer representatives to achieve goals as outlined in the quality success model and meet agreed goals. Lead root cause and improvement actions when applicable to a situation.

Training and Development: Lead training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees to ensure they are equipped for success. Conduct customer training sessions on the use of configurators or portals, ensuring customers are well-informed and confident in using company systems. Partner on hiring, development, and advancement of team members; collaborate with Talent Acquisition and HR to fill open positions and develop team members for high performance and career advancement.

Continuous Improvement: Identify and implement process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows. Identify opportunities to improve efficiency and team member experience through technology or process improvements. Execute strategic activities to ensure the customer success team is well-positioned to grow and meet customer expectations. Drive performance through dashboard and KPIs.

Escalation Management: Provide support to CSRs in resolving escalated or urgent matters. Collaborate with functional leaders and their teams to ensure high-quality customer service and address issues with solutions that positively impact customer relationships.

Performance Management: Take an active approach in motivating, developing, coaching, and training Customer Success Representatives to maintain effectiveness. Communicate clear expectations for team members and proactively ensure goals are being met. Provide honest performance-based feedback to team members.

What you'll need:

• Industry Knowledge: Understanding of the building products industry and sales management experience in dealer, distribution, retail, two-step and consumer channel segments.
• Skills: Strong problem-solving, negotiation, and communication skills essential.
• Time Management: Solid time management skills with the ability to prioritize multiple responsibilities effectively.
• Interpersonal Skills: Strong interpersonal and teamwork skills with a high level of integrity and personal motivation.
• Adaptability and Flexibility: Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset
• Resilience: Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges.
• Learning Agility: Be willing to adapt to new processes, technologies, and ways of thinking.
• Collaboration and Teamwork: Collaborate with colleagues, share insights, and work together to achieve common goals.

Qualifications

• Education: High School Diploma or equivalent required; bachelor's degree is a plus.
• Experience: 3+ years of proven direct customer and consumer support experience, preferably in the building products industry. 2+ years in a service lead or supervisory role.
• Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint.