Managed Services, Customer Success Supervisor

Managed Services, Customer Success Supervisor

The Managed Services Supervisor is responsible for overseeing a team of Managed Services/3PV Sales Support & AP Billing Coordinators, ensuring the success of the Managed Services order fulfillment activities across the modular and storage WS business. The Supervisor will maintain excellent service productivity and efficiency standards, respond efficiently to customer inquiries, strive for high customer satisfaction and excel in WS Core Values.

The job provides a variety of customer service support duties to customers and ensures that timely and accurate information is provided in a professional manner. Coordinates transactions adhering to support customer needs

• Assist with hiring, developing, motivating and retaining staff. Assist with training all new employees and implement relevant new policy and procedures.
• Drives key metrics to ensure deliveries and returns are supported in a safe and efficient manner that meets best in class customer support.
• Drive compliance around the transactional order process to ensure accuracy. Drives system compliance around the process which improves communication around delivery, installation and returns for the customer.
• Ensures Managed services/3PV Sales Support & AP Billing Coordinators are transacting in the most efficient manner in order to reduce cost while providing best in class customer & vendor support.
• Drives a high level of communication between the Transportation Coordinator, Customer Success Specialist and Branch to support on time and in full delivery.
• Provides a high level of value-added service to internal customers.
• Assist with reconciling vendor invoice disputes in a timely fashion.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Education and Experience:

• High School Diploma or equivalent
• 2-3 years of supervisory experience.
• Bachelors degree preferred.

Required Skills and Abilities:

• Able to build and maintain strong collaborative relationship across all levels and departments.
• Experience implementing a centralized customer support function is a plus
• Proven leadership background in a customer call center environment, ability develop, mentor and empower the managed services team while creating a culture of accountability.
• Proficient with MS Office/Excel/Word/Outlook as well as Salesforce.com and SAP
• Capable of pulling and analyzing data to deliver insights on performance and strong ability to produce high-quality PowerPoint presentations for customer interactions and senior management.