CUSTOMER RELATIONS SUPPORT SUPERVISOR - ON-SITE

Job Summary : Oversees and directs the day-to-day activities of the Customer Relations Support Team and the Customer Service Representative (CSR) Team.

The Support Supervisor is responsible for the efficient operation of the Support and CSR Teams and works as a team with the other CR Supervisors.

This role will execute on the strategy that has been put forth for the team, influence management strategy from the Customer Relations Manager and coach team members on best practices.

Essential Duties and Responsibilities :

• Accountable for assessing, monitoring and improving employee skills and job performance of the support team
• Responsible for creating, maintaining and enforcing CR Support and CSR Inbox work instructions and procedures
• Accomplishes day-to-day work operations through ownership of accuracy and on-time completion of all job tasks releating to purchase orders, beginning with order entry through order confirmations;

Guaranteeing resolution for all issues relating to order entry, ensuring on-time same-day order entry

• Improves order entry quality results by completing audits, identifying trends and determining system improvments; re-design work instructions to implement effective improvements
• Accomplishes day-to-day work operations through ownership of accuracy and on-time communication with customers in the CSR Inbox.

Work to imporve CSR Inbox processes in order to best serve customers

• Develop and maintain a training program with ongoing needs assessments, updated training materials, evaluations and feedback to ensure all team members are properly trained in all areas
• Develop, implement and publish a metrics strategy for order entry and order checking for both rates and accuracy
• Champion phone monitoring strategy including, call monitoring, feedback processes and published metrics. Collaborate with the CR Supervisor team
• Champion RMA process for Support with bi-monthly outputs, collaborate with CR Manager on rapid execution; resulting in reducing Support RMAs by 25%
• Accountable for quarterly benchmarking of best practices on customer satisfaction from other leading organizations; ultimately identifying customer pain points leading to resoluton via process improvments or automation
• Learn and be an expert on each task of the CR Support roles, and be willing to accomplish those tasks with the team as needed
• Champion and advocate cross functionally on CR guiding principles, become a oneteam ambassador
• Escalate employee and / or customer challenges to the CR Manager
• Collaborate with departments across BYRNE such as Finance, Shipping, Manufacturing, CAD, Quality and others to deliver product to customers to meet lead time expectations Ability to occasionally travel to visit customers to build relationships, improve processes and increase service levels
• Carry out management responsibilities in accordance with BYRNE's policies and procedures.
• Perform additional responsibilities as required including but not limited to : interviewing, training, planning and assigning work, and handing project work as assigned.

Skills / Experience Required :

• Minimum of 4 years of experience in customer service or call center management
• Strong communication skills, including writing and verbal communication.
• Highly proficient computer skills, including expertise in MS Excel and Word. Familiarity with Outlook and Syteline is a plus.
• Demonstrable ability to multitask effectively in an environment requiring patience and flexibility.
• Foreign language fluency for the international market served is plus.

Education Requirements : Bachelor's degree in related field is highly preferred.

Physical Requirements : Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employee may be regularly required to talk or listen, stand, walk, sit, stoop, crawl and use hands to finger, handle, or feel objects, tools or controls.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Must be able to operate in mentally and physically stressful situations. Prolonged sitting, typing and lifting up to 20 pounds.