Customer Support Supervisor

US-CO-Greenwood Village
Job ID
2017-1813
Category
Administration

Company Overview

Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years

Overview

The Customer Support Supervisor (CSS) is responsible for the day to day operations of the centralized customer service team supporting customers who do not have sales representative involvement.   The CSS will partner with Sales Support Managers, the Customer Service Manager, and the Director of Customer Service to ensure operations and procedures efficiently and effectively to support the customers. The CSS will facilitate the needs of several areas such as Internet sales, those customers who choose not to deal with a Humanscale sales representatives, such as (but not limited to) Staples Advantage and Health Advantage accounts.

 

The CSS will also be accountable to partner with the Sales Managers of specialized areas such as Retail, Consulting, Healthcare, or International as directed by the Customer Support Manager or Director of Customer Service.

 

The CSS is responsible to team members by providing leadership, training, motivation, coaching development, and managing the overall performance of the team.   The CSS may perform essential function expectations of a Sales Support Specialist and is expected to be the subject matter expert for the Customer Service Department in reference to product knowledge, policy and procedures, sales programs, and any changes made within the organization.

 

The CSS will support commercial lines of business, Retail, International, Consulting, Healthcare, OEM, and other areas as assigned by the Customer Service Manager, or the Director of Customer Service.

Responsibilities

Sales Partnership

  • When a specialized area has a Sales Manager:
    • Recognizes the sales team is the number one customer in the special area
    • Expected to think with the total business in mind and put actions and support in place to make sales goals easier
    • Demonstrate an understanding of the impact of the customer service team’s performance and knowledge levels have on the business.
    • Excellent negotiation skills to create mutually beneficial resolutions for the sales team and Humanscale
    • Foster a team spirit of cooperation to achieve customer satisfaction and corporate goals at the same time

 

Culture:

  • Performance:
    • Humanscale products are created in accordance with how people actually work, providing unsurpassed comfort while encouraging effortless, intuitive use.   The CSS’s service and support will reflect the same commitment to performance by providing the sales team, customers, and direct reports with an effortless service experience.
  • Simplicity
    • Humanscale believes that the highest level of functionality is achieved through simplicity. The CSS will strive to create effortless experiences for the sales team, customers, and their direct reports, by proactively addressing internal and external issues/trends in a caring manner and create solutions.
  • Beauty
    • Humanscale’s design starts with solving a functional problem as efficiently as possible. The aesthetics that flow from this approach are honest, timeless, and appealing.   The CSS’s support is functional and efficient.  

 

Leadership

  • Ability to influence, motivate, and lead team members and peers
  • Provide guidance and direction with confidence, authority, and enthusiasm
  • Successfully execute initiatives
  • Deliver consistent and effective communication between the enterprise and the customer service team
  • Ability to identify, analyze, and solve problems in all areas; such as (but not limited to) processes, procedures, work flows, human resources, etc
  • Exhibit sound and accurate judgment

 

Training:

  • Responsible to improve skill sets (sales and direct reports) through audits, reports, escalation resolution, and coaching
  • Ensure training objectives are incorporated into the team’s day to day activities

 

Managing the team:

  • Ensure work volumes meet service level agreements
  • Strong communication with the sales team and customers in a timely and transparent manner
  • Develop action plans to resolve employee, sales, or team needs
  • Promote open and productive communication with the team through coaching, weekly team and/or individual meetings, and document performance on a quarterly and annual basis
  • Facilitate escalations
  • Special projects as assigned by the Customer Service Manager or Director of Customer Service
  • Participate in the interviewing process
  • Hold the team accountable to meet job requirements
  • Training new employees, ongoing training, and progressive discipline
  • Maintain Showroom

Qualifications

  • Bachelor’s degree in Business or equivalent experience
  • 3-5 years in sales, office management, or customer service
  • Ability to prioritize strategic and tactical tasks
  • Communicate effectively
  • Requires minimal direction to build relationships and perform day-to-day responsibilities
  • Posses the ability to influence and organize
  • Demonstrates excellent leadership skills
  • Facilitates meetings effectively
  • Is detailed orientated in approach
  • Exhibits sound decision making skills
  • Intermediate to advanced skills in Microsoft Office suite of products

 

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed are the representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

 

 

 

 

 

 

Humanscale is an Equal Opportunity Employer (M/F/Disabled/Veteran)

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