Job details

Customer Service Supervisor

Job Description

As a Customer Success Supervisor, you will lead a team that is responsible for creating optimal experiences and delivering premier service levels for our direct and indirect customers. While you prioritize customer needs, we will prioritize your development. Join us and become an integral part of our winning team.

DUTIES AND RESPONSIBILITIES

Strategically plan and prioritize daily activities using CRM, Telecom, Configuration systems, and dashboards to optimize workflows and team efficiency
Assign schedules/responsibilities to Customer Service Representatives (CSRs) based on volume management strategies and ensure proper workload distribution
Manage the credit memo process, with authority to approve credits up to a specified dollar amount
Regularly interact with customers to ensure their needs are prioritized and promptly addressed
Monitor service dashboards to ensure CSRs are meeting targeted service levels and maintaining high-quality customer interactions
Lead team expectations of support fo multiple brands to customer partners, fostering strong customer relationships
Work closely with Customers, Sales and Operations to ensure Customer Success aligns with all business objectives and goals
Establish and maintain a positive, customer-centric team culture paramount to the success of the business
This includes communicating a shared mission, fostering a sense of community, and ensuring that all actions and communications are working toward the same goal
Promptly address and resolve customer inquiries related to product quality, delivery coordination, warranty needs, product availability, pricing, and billing
Actively collaborate with operations and sales teams to expedite orders and ensure maximum customer satisfaction
Drive Customer representatives to achieve goals as outlined in the quality success model and meet agreed goals
Lead root cause and improvement actions when applicable to a situation
Lead training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency
Assist with onboarding and training new employees to ensure they are equipped for success
Conduct customer training sessions on the use of configurators or portals, ensuring customers are well-informed and confident in using company systems
Partner on hiring, development, and advancement of team members; collaborate with Talent Acquisition and HR to fill open positions and develop team members for high performance and career advancement
Identify and implement process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows
Identify opportunities to improve efficiency and team member experience through technology or process improvements
Execute strategic activities to ensure the customer success team is well-positioned to grow and meet customer expectations
Drive performance through dashboard and KPIs
Provide support to CSRs in resolving escalated or urgent matters
Collaborate with functional leaders and their teams to ensure high-quality customer service and address issues with solutions that positively impact customer relationships
Take an active approach in motivating, developing, coaching, and training Customer Success Representatives to maintain effectiveness
Communicate clear expectations for team members and proactively ensure goals are being met
Provide honest performance-based feedback to team members

Qualifications

High School Diploma or equivalent required; bachelor’s degree is a plus
3+ years of proven direct customer and consumer support experience, preferably in the building products industry. 2+ years in a service lead or supervisory role
Understanding of the building products industry and sales management experience in dealer, distribution, retail, two-step and consumer channel segments
Strong problem-solving, negotiation, and communication skills essential
Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint
Solid time management skills with the ability to prioritize multiple responsibilities effectively
Strong interpersonal and teamwork skills with a high level of integrity and personal motivation
Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset
Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges
Be willing to adapt to new processes, technologies, and ways of thinking
Collaborate with colleagues, share insights, and work together to achieve common goals

Additional Information

Why work for Cornerstone Building Brands?

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development. You can also join one of our Employee Resource Groups which help support our commitment to providing a diverse and inclusive work environment.

*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.

All your information will be kept confidential according to EEO guidelines.

Cornerstone Building Brands Glassdoor Company Review

3.2

Cornerstone Building Brands DE&I Review

3.37

CEO of Cornerstone Building Brands

Rose Lee

Approve of CEO

Average salary estimate

$67500 / YEARLY (est.)

min

max

$60000K

$75000K

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What You Should Know About Customer Service Supervisor, Cornerstone Building Brands

Join Cornerstone Building Brands as a Customer Service Supervisor in sunny Phoenix, AZ, where you'll lead a dedicated team focused on delivering outstanding support to our customers. In this role, you’ll strategically plan daily activities using advanced CRM and telecom systems to boost team efficiency while ensuring that each team member has clear responsibilities that align with our volume management strategies. You'll interact with customers regularly, addressing inquiries related to product quality and service, while fostering strong relationships that enhance customer satisfaction. Leading our Customer Success team means training and mentoring your peers, using your existing experience in the building products industry to elevate performance and guide them in achieving their goals. Create an environment of excellence and teamwork, where everyone works towards a shared mission and high-quality customer service remains our top priority. You'll collaborate closely with various departments, ensuring we're all aligned with our business objectives. With benefits that start from day one and a commitment to your development, this is a great opportunity to grow in your career while making a positive impact on our community and customers. If you thrive in a fast-paced environment, value personal growth, and have a knack for problem-solving, we invite you to apply and become a crucial part of our winning team here at Cornerstone Building Brands.

Frequently Asked Questions (FAQs) for Customer Service Supervisor Role at Cornerstone Building Brands

What does a Customer Service Supervisor do at Cornerstone Building Brands?

As a Customer Service Supervisor at Cornerstone Building Brands, you will lead a team committed to providing exceptional customer service. Your responsibilities include strategizing daily operations, prioritizing customer needs, training staff, and collaborating with various departments to ensure overall customer satisfaction.