Customer Success Supervisor
5 days ago
Richardson
Job Description Position Overview The Customer Success Supervisor is responsible for overseeing the daily operations of the customer success team, ensuring alignment with organizational objectives and delivering an exceptional customer experience. This position involves collaborating with internal teams to promptly address customer needs, maintaining clear and professional communication, and fostering strong, positive relationships. Success in this role requires a keen attention to detail, adaptability, and a dedication to continuous improvement in service excellence. With a focus on customer-centered leadership and process optimization, this position plays a pivotal role in ensuring efficient and seamless service delivery. Responsibilities and Duties Team Leadership and Management: • Directly supervise Customer Success Representatives and Associates., • Conduct performance reviews, identify training needs, and create professional development plans., • Build a positive team culture that promotes collaboration and accountability., • Monitor service metrics, such as response times and customer satisfaction rates, to identify improvement areas. Customer Relationship Management: • Serve as an enthusiastic ambassador for SIMCO’s Mission and Service, ensuring a high level of customer satisfaction., • Build strong relationships with high-value customers, acting as their trusted service advisor., • Act as a point of escalation for critical customer concerns, ensuring resolution aligns with company standards., • Proactively identify potential issues and resolve them before escalation. Communication and Support: • Handle inbound and outbound communication via phone, email, and other platforms, ensuring clarity and professionalism., • Address and resolve challenging customer inquiries and complaints and provide updates on service status using the designated online system., • Effectively escalate customer requests to the appropriate internal personnel for swift resolution. Documentation and Organization: • Accurately document all customer interactions, service requests, and status updates in the appropriate systems., • Organize and maintain customer records, including shipping forms, field service reports (FSRs), and transfer forms., • Regularly review and update customer contact information to ensure accuracy. Reporting and Workflow Management: • Monitor and manage the Delayed Delivery Report (DDR), ensuring all delayed items are addressed and resolved professionally. • Lead initiatives to enhance customer service workflows and technologies., • Prepare and present detailed reports on team performance and service trends to senior management. Team Collaboration: • Collaborate with internal teams to coordinate service workflows and ensure seamless communication., • Proactively share customer feedback and insights with the team to improve overall service quality., • Identify inefficiencies in service workflows and recommend actionable solutions to leadership. Skills and Competencies • Proficient in Microsoft Office applications (Word, Excel, Outlook)., • Proven ability to inspire and lead a high-performing team., • Expertise in managing and resolving disputes effectively., • Flexible and creative problem-solving skills and a proactive, customer-focused mindset., • Ability to communicate clearly and effectively across different channels., • Ability to evaluate situations thoroughly to identify the best solutions for complex customer issues while anticipating customer needs and taking initiative to address them proactively., • Comfort in presenting ideas and solutions to management and stakeholders., • Exceptional active listening skills and the ability to empathize with customers., • Time management and multitasking skills to handle multiple requests efficiently., • Positive, solution-focused attitude with a commitment to accountability and self-improvement., • Friendly, courteous, and professional demeanor that fosters trust and loyalty both customers and internal teams. Qualifications • Associate degree or equivalent experience., • Minimum of 10 years of customer service experience, including at least 3 years in a leadership role., • Proven ability to train and lead teams successfully in a professional environment., • Proven experience in making critical decisions and effectively resolving conflicts in fast-paced and dynamic environments. Physical Demands: • Prolonged periods of sitting while working at a computer., • Occasional standing, bending, and other physical activities to support office or service-related tasks., • Repetitive hand movements associated with data entry and computer work., • Ability to lift and move up to 45 lbs. without assistance. Working Environment • Work primarily in an office setting, with occasional tasks performed in lab environments or shipping/receiving areas. • Travel may be required for training or customer support activities What We Offer Full-time, exempt position, sign on bonus eligible Excellent benefits package Employer paid medical, dental, vision, disability, life insurance, retirement plan, employee funded pre-tax health, childcare spending accounts and tuition reimbursement Paid time off with vacation, sick and holiday leave SIMCO provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, SIMCO complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training. About Us SIMCO Electronics is the leading provider of calibration and software services for test and measurement instruments used in technology organizations. To learn more about SIMCO Electronics please site our home page at: . For the second year in a row, SIMCO has been named #1 on a list of "The Best Places to Work" in the Bay Area by the Silicon Valley Business Journal and San Francisco Business Times.