Job Details
Compensation:
General Requirements
This position requires an individual that is detail oriented and is capable of working in a fast-
paced environment. Responsible for directing the activities of Customer Support personnel and
is involved in all Customer Support activities. Ensures that all policies and procedures are
followed.
Reports to: Vice-President
Knowledge/Education/Experience:
? Minimum of 5-10 years of experience working in Customer Support Management.
? Bachelor's Degree preferred.
? Proficient in Microsoft Office - Word, Excel, Outlook and Power Point.
? Proven management skills.
? Strong organizational, problem-solving, and analytical skills.
? Ability to articulate thoughts and ideas in writing and verbally in a clear, concise manner.
? Confident and consistent demeanor when dealing with peers, staff and external parties.
? Versatile, flexible, and able to handle multiple products and meet deadlines in a dynamic
environment.
? Ability to use ERP tools to access Customer Support modules and other information.
Essential Functions:
? Plans and directs all aspects of Customer Support activities.
? Ensures all Customer Support initiatives and processes are in conformance with
established policies and procedures.
? Leads, trains, motivates, coaches, and provides guidance to the Customer Support Staff.
? Works collaboratively with representatives from other departments to resolve Customer
Support related issues and make recommendations for continual improvements.
? Responsible for managing team member schedules and ensuring staffing requirements
are met.
? Communicating directly with distributors and direct customers to assist with technical,
application, and product knowledge support.
? Ensuring that sales order transactions are closed accurately within a timely period.
? Overseeing the calculation and validity of all customer quotations.
? Investigate warranty claims to ensure the highest degree of customer resolution with
company policies.
Additional Responsibilities:
? Expedite orders.
? Facilitate all communication from Customer Support to other departments.
? Delegate responsibilities to the Customer Support staff, maintaining a balanced work
load.
? Creating instructions for customer web portals.
? Review each order for accuracy and create jobs.
? Active in all day-to-day activities of the Customer Support Department, including but not
limited to emails, phone calls, live chat.