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Customer Support Manager
PFlow Industries • Milwaukee, WI 53209 • Posted 7 days ago
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In-person • Full-time • $70,000-$80,000/yr • Mid Level Manager
Job Highlights
Using AI ⚡ to summarize the original job post
The Customer Support Manager at PFlow Industries is responsible for directing, coordinating, and supervising the day-to-day operations of the parts department under the direction of the Director of Customer Support. This role involves setting and maintaining standards and procedures for telephone support, assisting the Customer Service Team in identifying and quoting parts needs, and ensuring all operations are done in accordance with company procedures and policies to meet internal and external customer requirements.
Responsibilities
- Assists the Director of Customer Support in the day-to-day operations of the Customer Service Department.
- Manages, coaches, and mentors the Customer Support team.
- Performs managerial duties for the Customer Support team.
- Monitors and approves time cards, PTO, and schedules.
- Leads weekly parts meeting and participates in weekly L10 meetings.
- Collaborates with the Director of Customer Support and Technical Advisors to identify training needs.
- Identifies and addresses customer complaints or concerns quickly and professionally.
- Audits and monitors CSR's work to ensure high standards and productivity goals are met.
- Reviews processes and procedures for continuous improvement.
- Maintains strong relationships with customers, dealers, and installers.
- Partners with the Director of Customer Support to create and analyze internal reports.
- Oversees Strategic Accounts including Target, Walmart, and other high-profile customers.
- Submits all warranty documentation to Director of Customer Support for review.
- Collaborates with Materials Management team to ensure proper on-hand parts inventory.
- Assists Director of Customer Support with department projects.
Qualifications
Required
- Bachelor's Degree in Business or a related field of study.
- At least 3 years work experience in a Customer Support, Technical Support or Field Service Technician role.
- At least 2 years of experience in a supervisory or leadership role.
- Knowledge of and proven experience in developing and implementing process improvements.
- Excellent customer service skills.
- Excellent problem-solving skills.
- Excellent communication skills in English.
- Ability to read manuals and engineering drawings.
- Computer literacy and proficiency in Microsoft Office.
- Ability to learn and develop proficiency in M2K ERP software.
- Strong time management and organizational skills.
- Self-motivation and the ability to work independently and as part of a project team.
- Ability to handle multiple, competing priorities and meet deadlines.
- Ability to manage, lead, evaluate, train, and motivate individuals and teams.
Preferred
- 2-5 years of supervisory experience in a manufacturing or call center environment.
Full Job Description
Description
Customer Support Manager
Work Schedule Monday-Friday 8:30am-5pm
Customer Support Manager
Description:
Under the direction of the Director of Customer Support, the Customer Support Manager will direct, coordinate and supervise the day-to-day operations in the parts department. The Customer Support Manager is responsible for the delivery of quality customer service and customer satisfaction. The Customer Support Manager's responsibilities include planning, assigning, and directing work, managing requests from beginning to end, addressing complaints and resolving problems. The goal is to keep the department running in an efficient and profitable manner by providing training and support for the parts team and increasing customer satisfaction and loyalty to meet their expectations.
Essential Responsibilities:
Pride & Passion - Be Tenacious and Resourceful
Friendly & Fair - Do the Right Thing
Listen, Learn & Lead - Seek a Better Way
Owners & Operators - Act Like it
Work & Win - Together as 1 Team
Essential Qualifications:
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
The employee works indoors in office and production environments. He/she may be exposed to fumes or airborne particles.
PERFORMANCE RESULTS:
Requirements
2-5 years of supervisory experience in a manufacturing or call center environment.
Customer Support Manager
Work Schedule Monday-Friday 8:30am-5pm
Customer Support Manager
Description:
Under the direction of the Director of Customer Support, the Customer Support Manager will direct, coordinate and supervise the day-to-day operations in the parts department. The Customer Support Manager is responsible for the delivery of quality customer service and customer satisfaction. The Customer Support Manager's responsibilities include planning, assigning, and directing work, managing requests from beginning to end, addressing complaints and resolving problems. The goal is to keep the department running in an efficient and profitable manner by providing training and support for the parts team and increasing customer satisfaction and loyalty to meet their expectations.
Essential Responsibilities:
- Assist the Director of Customer Support in the day-to-day operations of the Customer Support Department by directing the daily workflow to meet service objectives and exceed customer expectations. This includes but is not limited to working with the Parts Team to assign, direct and prioritize work, manage requests from beginning to end, address complaints and resolve problems to ensure parts requests are handled in a timely and professional manner.
- Manage and lead the Customer support Team to ensure all procedures are being followed and requests are submitted correctly to engineering, purchasing, manufacturing, materials, shipping, accounting, service, installation and other departments and processes are followed.
- Works collaboratively with the Director of Customer Support and Technical Advisors to provide ongoing performance feedback to CSRs and identify training and development needs, recommends learning and development plans for individuals and supervises and monitors their progress to assist with professional growth.
- Collaborates with cross-functional teams to resolve customer issues and implement process improvements.
- Develops and maintains a deep understanding of PFlow equipment to help resolve customer issues.
- Collaborates with Materials Management team to ensure proper on-hand parts inventory to meet customer demand while achieving desired inventory performance standards.
- Performs managerial duties for the Customer Support team including selection, performance reviews, Quarterly VGQC's, training, discipline, etc. partnering with the Director of Customer Support and HR as needed.
- Coach and mentor Parts Department employees on a regular basis to improve the customer experience and work with Director of Customer Support to recommend and implement process improvement for the Parts Department.
- Foster a culture of continuous learning and improvement with a positive, can-do attitude using Living as a Leader training to guide conversations and lead the parts team.
- Bring customer complaints or concerns quickly and professionally to Director of Customer Support to discuss resolution and keep informed of
- Lead weekly parts meeting to review sales goals and objectives, discuss department errors and problems and communicate new company, product and process updates.
- Maintain strong relationships with customers, dealers and installers.
- Maintain a strong working knowledge of procedures, processes, products and pricing strategies to ensure adherence to these policies and procedures
- Oversee Strategic Accounts including Amazon, Otis, Target, Walmart and other high-profile customers.
- Work with Director of Customer Support and Senior Technical Advisor to identify training and development needs, recommend learning and development plans for individuals and supervise and monitor their progress.
- Actively participate in weekly L10 Meetings by identifying issues to discuss and working to solve them.
- Actively participate in weekly Issues Meeting by identifying, documenting and submitting issues to Issues Database and then participate in identifying root cause to implement preventative solutions.
- Submit all service warranty documentation to the Director of Customer Support for review and approval.
- Monitor and approve time cards, PTO and schedules while tracking the calendar to ensure adequate coverage.
- Demonstrate behaviors consistent with the company's values in all interactions with customers, co-workers and vendors.
- Assist Director of Customer Support with department projects.
- Ensure compliance with department and company policies and procedures.
- Other responsibilities and duties as assigned by management.
- Lives Pflow Core Values:
Pride & Passion - Be Tenacious and Resourceful
Friendly & Fair - Do the Right Thing
Listen, Learn & Lead - Seek a Better Way
Owners & Operators - Act Like it
Work & Win - Together as 1 Team
Essential Qualifications:
- Bachelor's Degree in Business, related field of study or comparable experience.
- Requires at least 3 years' work experience as a Customer Support Manager or similar role, preferably in a manufacturing, heavy equipment or material handling industry with a proven record of success.
- Knowledgeable in manufacturing processes with a technical background preferred
- Knowledgeable and proven experience in developing and implementing process improvements to meet business goals.
- Requires excellent customer service skills for in-person and telephonic interaction with internal and external customers at all organizational levels
- Requires the ability to exercise diplomacy and tact in all verbal and written communications
- Requires excellent problem-solving skills and the ability and desire to develop, implement and communicate practical solutions
- Requires excellent communication skills, in English, to effectively relay verbal and written information in a professional manner to all levels of management, all departments and customers
- Requires the ability to read manuals and engineering drawings
- Requires computer literacy and the ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) proficiently
- Requires the ability to learn and develop proficiency in M2K ERP software
- Requires strong time management and organizational skills combined with detail orientation and a high degree of accuracy in all tasks
- Requires self-motivation and the ability to work independently and as part of a project team
- Requires the ability to handle multiple, competing priorities, work under pressure and meet deadlines while producing accurate and high-quality work
- Requires the ability to manage, lead, evaluate, train and motivate individuals and teams
- Requires the ability to use basic office equipment: fax, voicemail, copier, calculator, etc.
- Requires basic math skills: add, subtract, multiply, divide, count and calculate.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Frequent sitting
- Frequent use of hands to finger, handle, grasp or touch objects and tools
- Frequently is required to talk or listen
- Occasional standing, walking, climbing, kneeling, squatting, stooping, crouching, crawling, twisting, bending, reaching
- Occasionally lifts and or moves up to 20 pounds
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus between near and far
Work Environment
The employee works indoors in office and production environments. He/she may be exposed to fumes or airborne particles.
PERFORMANCE RESULTS:
- Responds to all customer requests in a timely and professional manner in accordance with processes, procedures and department standards
- Completes all daily activities accurately and on time and according to department and customer specifications
- Contributes to team goals and initiatives and is committed to continuous improvement
- Supports CSR team to produce practical, effective and complete solutions and maintain an excellent level of internal and external customer satisfaction
- Trains and develops all CSRs to ensure they are equipped to provide excellent customer service
- Pursues opportunities for continued education and skills development
- Works safely and follows all company safety rules
- Lives Pflow Core Values
Requirements
2-5 years of supervisory experience in a manufacturing or call center environment.
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