The Customer Support Specialist Supervisor is responsible for coordinating and supervising the day-to-day operations of the Customer Service Department, including tracking of correspondence. This role manages the daily worked load to ensure required service volume and quality levels are attained. (This is meant to be a guide. Duties may vary dependent upon management.)

Essential Position Functions:

• Help a team of Account Managers with order entry, product help, and any day-to-day activities they need help with.
• Supervise a team of Customer Support Specialist and the day-to-day functions, including providing daily updates to the team, reporting on key metrics and team priorities.
• Review Call Center KPI’s and activities for assigned team members provided by Manager.
• Conduct call quality coaching, monitoring and conduct regular reviews of team to ensure work is completed on a timely and accurate basis. Ensure regular on floor role play and observations are conducted with team members.
• Review and immediately address customer complaints and apply solutions or escalation to Manager as needed.
• Conduct annual performance reviews with each team member and partner with HR and Manager for employee corrective action as needed.
• Expedite team concerns and remove roadblocks to ensure all issues are brought to resolution.
• Coach, teach and train the team on best practices and identify areas of improvement, while providing a roadmap for success.
• Ensure team acts as ambassadors to provide world class service to the customers and sales team.
• Identify opportunities for improvement and partner with manager to ensure corrective plans are implemented.
• Collaborate cross-functionally to ensure the teams are knowledgeable of new and emerging product offerings.
• Establish a high standard for productivity, quality, customer service as well as ensure team member guidelines are followed.
• Responsible for the implementation of best practices to improve compliance, capabilities and efficiencies provided by Manager.
• Lead regular team meetings with support members and provide updates on all customer and company priorities.
• Act as point of contact for all escalated issues to facilitate solutions, providing direct customer support for complicated or critical issues. Escalate to manager as needed for further guidance.
• Follow-up on established team goals and objectives provided by manager.
• Hold regular meetings with team and conduct a minimum of one formal documented KPI and performance review with each team member monthly.
• Assist and support the Customer Support Manager with a wide variety of duties and functions as assigned.
• Ensure required reporting is maintained and accurate for your team.
• Be the point of contact for other teams in the absence of a supervisor peer.
• Manage time off requests, weekly payroll and monitor workloads, and help during peak periods.
• Other duties as required.

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Education and/or Experience:

• High school diploma or GED required.
• 2 years’ customer support or relevant experience
• 2 years’ experience as Customer Support Supervisor preferred, or relevant experience.
• A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure.
• Familiarity with CRM systems and practices.
• Experience working in a decentralized organization with a large customer base.
• Strong phone contact handling skills and active listening.
• Must have intermediate Microsoft Office (Word, Excel, Outlook) skills.
• Ability to prioritize and complete assignments accurately and in a timely manner.
• Able to effectively handle multiple priorities with a strong attention to detail in a fast-paced environment.
• Must be able to work alone, and with a team.
• Must be able to pass a drug screen and criminal background check.
• Must have intermediate Microsoft Office (Word, Excel, Outlook) skills.
• Ability to prioritize and complete assignments accurately and in a timely manner.
• Strong interpersonal, organizational, oral, and written communications skills.
• Must be able to read and communicate in English, for safe and effective performance of the job and business operations.
• Must be able to work alone, and with a team.
• Must be able to pass a drug screen and criminal background check.

Work Environment:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• Regularly required to walk and stand continuously for long periods of time.
• Talk or hear, both in person and by telephone.
• Reach with hands and arms.
• Specific vision requirements include close vision, distance vision and the ability to adjust focus.
• Lift up to 25 lbs.

Mental Demands

• Regularly required to use written and oral communication skills.
• Will interact regularly with managers and customers.
• Must be able to work independently with little supervision.

Work Environment

• Employee works primarily in an office environment.
• Minimal to moderate noise.

Mac Papers Packaging is an equal opportunity employer and makes employment decisions without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other protected category.