Customer Support Services Manager

Purpose of the Role:

The CSS Support Services Manager is responsible for overall accountability for managing the Parts, Technical Support, and Contract Services Teams. This role is responsible for providing leadership and guidance to the CS Support Staff, ensuring satisfied customers, and working cross-departmentally to achieve best-in-class service objectives for SencorpWhite customers.

Key Responsibilities

• Perform supervisory responsibilities to effectively mentor and manage personnel including interviewing, hiring, training, planning, assigning work, appraising performance, disciplining, addressing complaints, and resolving problems
• Monitor department performance, implement key KPIs for staff and make adjustments as required to achieve company metrics
• Participate in the setting of departmental goals and objectives
• Participate in, strategic goals, sales forecasting and planning
• Participate in Sales team discussions to meet established sales and revenue goals
• Share customer feedback with other departments to provide trends, partner feedback - Identify problems before they are problems and identify opportunities before our competition
• Work with purchasing and operations to ensure proper inventory levels
• Review requests for quotes and ensure timely responses, order entry and lead times, as well as communication to internal and external customers
• Direct contract personnel for timely renewals and identify sites with whom we’ve lost touch with to try to regain contracts
• Ensure the department is accurately quoting and selling parts and services
• Establish documented processes for operational effectiveness, train team on new initiatives or changes
• Participate in discussions company-wide for continuous improvement efforts and additional revenue opportunities.
• Diligently use CRM to track activity and progress to goals
• Ability to direct team and problem solve

Qualification requirements

• Have 5+ years of relative work experience – supervisory experience is a plus
• Bachelor's Degree
• Motivated, adaptable, team oriented, self-driven, collaborative with a take-ownership attitude, and ability to work independently and multitask.
• Comfortable in a fast-paced, growing company with the ability to adapt to change quickly
• Take initiative and proactively look for and suggest process improvements
• Communicate effectively by being an active listener with strong negotiating and problem-solving skills
• Exceptional interpersonal, leadership and communication skills
• Clear understanding of customer service, sales and marketing
• Ability to maintain and grow customer relationships, be responsive, and gain trust

Core Competencies

• Safety – Observes and enforces safety procedures; reports potentially unsafe conditions.
• Quality- Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve a process that is implemented
• Productivity - Manages workload, works efficiently, meets goals and objectives
• Employee Engagement – Passionate about job and company, committed to the company and puts discretionary effort into work.
• Leadership – Provides strong leadership, sets a good example, skilled decision maker, motivator and encourager.
• Employee Development- Offers feedback, coaches’ employees appropriately, rewards employees wisely, takes mentoring role, challenges and develops employee and offers opportunity.