Customer Support Supervisor - Hybrid

The Customer Support Supervisor is responsible for leading the Customer Support team at our Portage, MI location. In this role you will manage our customer excellence representatives' performance, customer experience, performance to budget, team building, employee engagement, new product implementation, and general customer service activities will be part of the day-to-day operations in this role.

This is a hybrid role located in Kalamazoo, MI. This role requires a hybrid schedule in office Monday-Wednesday.

What you will do:

• Responsible for all team performance in the areas of quality, customer experience, order entry, order management, team building, employee engagement, and new product implementation/ discontinuation. 
• Personnel management including scheduling, providing assistance, timecards, talent reviews, common annual reviews, performance management, and ensures that proper procedures and policies are in place for excellence in Customer Support within a call center environment.
• Employee engagement- Responsible and accountable for actions promoting an environment that fosters teamwork, empowerment, personal growth, and development.
• Supports the recruitment of temporary and permanent talent to the team.
• Ensures new hires are onboarded and meet employment criteria.
• Responsible for ensuring individuals and team consistently achieves or exceeds all performance metrics as applicable.  Metrics include, but are not limited to customer experience, service levels, call evaluations, 100% SLMS completion, 24 hour or better response time, overtime, budget, and productivity.
• Responsible for ensuring all team members within team are trained in accordance with standardized work instructions. 
• Adheres to standards of training and providing documentation, continuous performance enhancement, and reliability. These activities may include, but are not limited to the following: audits, standardized work instructions, and customer experience.
• Providing best-in-class products, services, and quality.
• Lead and/or participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required.
• Partner with Sales Directors, Regional Managers, Sales OPS, Marketing and Quality and Regulatory Representatives to resolve issues.

What you will need:

Required:

• Bachelor’s degree OR HS Diploma AND 6 years of customer support experience required in lieu of Bachelors degree
• 2+ years of work experience required

Preferred:

• SAP, JDE, CPQ, Service Max and Sales Force experience preferred
• 2 years of proven people leadership experience preferred