Inside Support Group 1 - Supervisor ISS

PURPOSE

The Inside Support Supervisor is responsible for the efficient and effective operation of the Inside Sales Support department. This position involves daily supervision of a centralized sales support team that helps to provide “single point of contact” world class support to customers, sales personnel, and internal operations in line with corporate objectives. A successful candidate will be competent in all aspects of management and communication utilizing leadership skills to help develop and encourage team members in the group, and must demonstrate a high level of professionalism including respect for colleagues, effective communication, and a collaborative attitude.

ESSENTIAL DUTIES

• Interpret internal and external customer requirements to meet desired outputs.
• Communicate effectively with internal and external customers to understand their needs and address any concerns or questions to ensure satisfaction.
• Implement and maintain group goals, and mentor employees, to achieve department goals while providing regular feedback related to performance metrics.
• Develop and communicate employee reviews that include performance metrics, goals, expected results, and career development guidelines.
• Support recruiting, hiring, and staffing to meet departmental goals.
• Effectively manage time and resources to maintain continuous departmental operations.
• Take verbal and/or written directions on projects, training, department/company policies, or objectives.
• Support an environment that promotes safety, cleanliness, and quality of workmanship.
• Assign tasks for training and career development purposes.
• Understand needs and requirements of other departments (inputs and outputs).
• Complete assigned tasks while implementing departmental processes.
• Lead and/or participate on teams to accomplish tasks, processes, and corporate directives.
• Travel mainly for the purpose of training or customer support. (minimal)

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Capacity to work indoors in an office, warehouse, and/or manufacturing environment.
• Ability to work in a stationary position for prolonged periods of time.
• Capability to lift objects or equipment weighing up to 25 pounds with or without reasonable accommodation.
• Ability to travel and/or attend meetings outside of normal business hours.

MINIMUM REQUIREMENTS

• Associate degree in a related discipline, or the equivalent in appropriate education and experience as determined by management utilizing internal SMC career development criteria.
• Competent at mentoring and motivating others to develop their professional skills and achieve their goals.
• Competent in navigating corporate system software to meet the desired output for internal and external customers.
• Novice in conducting research using corporate resources.
• Fluent at efficient use of time to effectively plan and execute multiple duties.
• Competent ability to communicate utilizing corporate office software.
• Fluent ability to take verbal and/or written direction on tasks, training, or departmental/company policies.
• Fluent ability to communicate with internal and external customers tactfully and in a professional manner.
• Competent understanding of common corporate operations.
• 6 years (preferred) relevant work experience.

For internal use only: CustSupp001