Customer Support Specialist Team Supervisor
| Company | Materion |
|---|---|
| Location | Cleveland, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s Degree in related field; or High School Diploma with 10+ years of related supervisory experience
- Technical system proficiency, SAP experience strongly preferred
- Manufacturing experience required, supervisory experience in metals industry preferred
- Ability to lead individuals and manage Materion processes to ensure that customers receive a quality customer experience
- Ability to handle high profile issues, complex customer situations, and escalated customer calls; maintains composure and positive attitude
- Must be a confident and strong decision maker with ability to balance customer needs versus company objectives
- Strong critical thinking and problem-solving skills
- Excellent communication skills, both verbal and written
- Strong leadership, coaching and mentoring skills
- Skilled in building teams in a positive working environment
- Ability to drive results and manage multiple priorities in a fast-paced and complex environment
- Must have the ability to work collaboratively with cross functional departments
Responsibilities
- Manage the activities and overall performance of the Customer Support Specialists through goals and metrics
- Assure team members are fully trained and continuously engages in professional development through coaching and counseling
- Collaborate with cross-functional departments to align goals and metrics
- Demonstrate a One PM & One Materion approach by identifying and capitalizing on opportunities to capture scale and drive best in class processes
- Interface directly with management and department heads in corporate headquarters and manufacturing site
- Apply subject matter expertise and technical knowledge to resolve complex orders and requests
- Handle customer escalated issues, as necessary. Researches the most complex issues and determines root cause and corrective action. Ensures timely follow up activity with customers, sales and appropriate parties
- Manage associate hiring, retention, coaching, and progressive disciplinary process, as necessary
- Coordinate employee schedules, as well as monitors and approves employee timecards
- Complete all duties of a Customer Support Specialist, including but not limited to communicating with assigned customers, entering orders, providing quotes, and following up on shipments
- Other duties as assigned
Preferred Qualifications
- Supervisory experience in metals industry preferred