Customer Support Supervisor

The Customer Support Supervisor position reflects a demonstrated competence in handling complex support issues and the proven ability to lead, train, and develop new and existing team members. The Supervisor executes the Manager of Supports’ practice vision of support services, including managing incoming support issues, ensuring that customer issues are handled in a responsive manner, and customers receive world-class support. The Supervisor facilitates onboarding new team members, continuing education, and monitoring the quality and timeliness of work completion. The Supervisor will assist with enhancing the operational accuracy and efficiency of current support operations. The Supervisor will seek to uphold and instill a high standard of accuracy, excellence, and market knowledge to staff. 

RESPONSIBILITIES AND DUTIES:

1. Oversee the resolution of customer issues, ensuring that problems are addressed promptly and effectively.
2. Monitor and respond to customer escalations and facilitate incident management.
3. Coordinate directly with stakeholders to ensure high-level customer satisfaction.
4. Infuse a customer-centric approach into the team's culture.
5. Be an advocate of the customer, coordinating activities to deliver solutions and services throughout the organization. 
6. Collaborate with cross-functional leaders with internal and external initiatives.
7. Utilize relevant metrics to drive proactive issue prevention and continuous enhancement initiatives.  
8. Foster a proactive support environment to prevent potential customer challenges. 
9. Conduct root cause analysis, implement procedural changes, and prevent recurrence. 
10. Foster a positive, collaborative team culture focused on customer satisfaction and continuous improvement.  
11. Participate in the recruitment process for customer service representatives.
12.  Coordinate training programs to onboard new team members and continuously enhance the skills of existing team members.  
13. Comply with performance evaluation systems, provide constructive feedback, and support career development paths for each team member. 

KNOWLEDGE, SKILLS, AND ABILITIES:
Customer-focused approach to problem identification and resolution.
Demonstrated ability in people management and coaching skills.
Advanced knowledge of and ability to apply ERP System concepts; understand business process and accounting principles and procedures.
Advanced written and verbal communication skills for training, emails, instructions, presentations, etc. 
Excellent analytical, logical, research, and problem-solving skills.
Ability to positively interact with all levels of the company and with others outside the company.
Ability to maintain a high degree of professionalism and confidentiality.
Ability to adhere to organizational policies and procedures.

EDUCATION AND EXPERIENCE:
College degree in Accounting, Business Management, Supply Chain Management, MIS, Project Management or equivalent work experience in similar roles or with similar duties.

WORK ENVIRONMENT & PHYSICAL DEMANDS:
Normal office environment with use of computers and telephone systems; no unusual physical demands. 
Travel as needed, including business air travel and car rental.
May require occasional evening or weekend availability to address urgent customer issues.