Support supervisor

Build a better career with MSC.

Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co.

a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services.

Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.

Requisition ID : 15529

Employment Type : Full Time

Job Category : Business Development

Job Grade : Exempt 15

Work Location : Davidson, NC (CSC)

Potential Work Location : On Site Role

BRIEF POSITION SUMMARY :

The supervisor is the primary coach and champion for immediate sales support staff. Working with the manager, the supervisor is responsible for monitoring operational statistics, maintenance of departmental guidelines, and controlling operational cost.

In addition the supervisor is responsible for assuring that internal and external customer concerns are handled in a professional manner, demonstrating excellence in service, commitment to providing a value-add solutions based environment balanced with concern for the fiscal health of the company.

Directs the activities of 1-4 team leads and approximately 40 sales support and technical support representatives across North America, which together support over 1,000 sales representatives and managers.

DUTIES and RESPONSIBILITIES :

Responsible for the on-going supervision of Sales Support Representatives and Technical Support Representatives involved in satisfying customer needs while ensuring accuracy, quality, and timeliness of products and services.

Additional responsibilities include Product Technical Support on form, fit and function regarding all product application, product returns, credit statements / invoices and balance inquiries, and first level IT support.

Formulate and maintain Sales Support Center goals, general operating procedures, policies, budgets, training programs, and implement any approved changes.

Review and recommend departmental procedures to ensure optimum efficiency and effectiveness in compliance with ISO.

• Meet the departmental objectives of Abandonment Rate, Service Level, Schedule adherence, and Customer Complaint maintenance by managing individual performance.
• Manage and provide leadership to staff including hiring, training and work assignments to manage the overall resources to maintain effective customer relations.
• Coordinate proper training for all SSRs to empower individuals to meet performance expectations. This includes initial training and specific follow up training needs, as well as on-going communication regarding products, procedures, policies and Customer Service guidelines.
• Establish and maintain visibility within the support center by holding communication meetings, performing phone monitoring / coaching, taking escalated customer calls, or resolving complex requests.
• Monitoring daily / weekly / monthly operational performance statistics and reporting trends, variances, and problem situations to the Manager.

This includes reports, production statistics, and volume projections.

Maintain a comprehensive working knowledge of all company processes affecting service to the customer. Recommend and / or implement system, process, or policy improvements to ensure continual improvement of the support center department and its contribution to customer satisfaction.

Monitor all customer service ISO based processes to guarantee compliance; ensure proper work instructions are developed and maintained.

Prepare and administer performance appraisals and coaching sessions to SSR, TSRs, and Sales Support team leaders on a timely basis.

Handling all disciplinary situations appropriately and in a timely manner. This includes pertinent documentation.

• Creating and maintaining an environment that promotes positive communications and fosters teamwork within the department as well as throughout the company.
• Recommend and / or implement short or long term manpower, organizational or physical layout changes to the departmental structure to support service level requirements based on workload.

Participate in interviewing new candidates to support staffing requirements.

• Participate in operational budget review and adherence.
• Performing other duties as required including specific project management.
• Performs, under the direction of the Sales Support Center Manager, all duties inherent in the role of manager, including hires, termination, development, performance appraisal / counseling within MSC guidelines.
• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
• Participation in special projects and performs additional duties as required.

INDICATES ESSENTIAL DUTIES

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EDUCATION and EXPERIENCE :

• Bachelor’s degree or equivalent experience required; concentration in business related field preferred.
• 3-5 years of previous supervisory experience required, preferably in a call center environment.

SKILLS :

• Ability to encourage and demonstrate respect for diversity.
• Accurately assesses strengths and development areas of team members to provide ongoing coaching, feedback, and recognition.
• Consultative sales experience a plus.
• Must have demonstrated Microsoft Excel and Word experience.
• Must have strong presentation skills.
• Ability to help others understand and adhere to company policies and procedures.
• Ability to build credibility by openly and regularly sharing appropriate information with others.

MISCELLANEOUS :

• A valid driver’s license and the ability to travel is required.
• May travel occasionally for up to one week at a time as needed.
• This position may require access to International Traffic in Arms Regulations Information ( ITAR ) and / or Controlled Unclassified Information ( CUI ).

Telework

Compensation starting at $62000 - $90000 depending on experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities.

Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

Why MSC? People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results.

With more than one million product offerings and 75 years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions.

We care about our associates and have programs in place to help our 6,500 team members achieve their potential.

When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles : Women, Pride, Black, Veterans, HOLA and DisABLEd as well as a variety of benefits to support you and your family's health, well-being, and financial future.

If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal Opportunity Statement : At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity / expression or any category protected by applicable law.

By applying to this job you agree to the Application and Acknowledgment Declaration terms. Click HERE to review.

PandoLogic. Keywords : Sales Support Supervisor, Location : Davidson, NC - 28035 , PL : 592583928

Last updated : 2024-04-28

Salary : $62,000 - $90,000