Job Description
Customer Success Supervisor
The Customer Success Supervisor leads and supports our customer success team in managing inquiries and orders, ensuring consistent and high-quality service delivery. This role involves overseeing the day-to-day operations of the Customer Success Representatives (CSRs), coaching and mentoring team members, and implementing best practices for customer engagement and order management. The Supervisor will work closely with cross-functional teams to streamline processes, improve response times, and elevate the customer experience across all communication channels.
About CleanMark
CleanMark Labels has been an innovator in high-performance labels for over 40 years. Our custom-engineered labels and tags meet the stringent demands of clean and sterile environments and withstand the harshest manufacturing conditions, from extreme temperatures to chemical exposure. Industry-leading tech companies like Intel, Johnson & Johnson, Merck, and Pfizer depend on CleanMark’s expertise to design and produce the labels that keep their cutting-edge processes running smoothly.
We’re proud to design and produce labels that support high-impact scientific research and technology development in the semiconductor, pharmaceutical, medical device, and other high-tech sectors. And, we empower CleanMark team members to reach similar heights in their own careers by providing regular opportunities for professional development, on-the-job learning, and cross-department collaboration.
Key Responsibilities
Leadership & Team Development
- Provide daily supervision and support to the Customer Success team, guiding CSRs in managing inquiries and fulfilling customer requests.
- Coach team members on customer service skills, order management, and internal collaboration to foster a high-performing team.
- Conduct regular performance evaluations, offer feedback, and support career development opportunities for team members.
Customer Service & Inquiry Management
- Serve as an escalation point for complex customer inquiries and issues, ensuring prompt and satisfactory resolutions.
- Oversee the team’s handling of new orders, shipping inquiries, order status updates, and documentation requests, ensuring consistent quality and responsiveness.
- Lead by example in delivering an excellent customer experience, ensuring that the team meets CleanMark’s high standards of service.
Order Management & Process Improvement
- Coordinate with internal departments (shipping, production, accounting) to address operational challenges and improve process efficiency.
- Track and analyze team performance metrics, identifying areas for improvement in order processing, response times, and data accuracy.
- Implement best practices and standard operating procedures to optimize order fulfillment and improve team efficiency.
Customer Engagement & Account Growth
- Monitor customer interactions for upselling and cross-selling opportunities, collaborating with the sales and technical services teams to develop tailored solutions.
- Support the team in proactively identifying potential growth opportunities with existing customers and responding effectively to new inquiries.
- Facilitate knowledge-sharing sessions with the team to align on new product information, customer success strategies, and emerging market needs.
Multi-Channel Communication & Reporting
- Oversee communication across all channels, including email, phone, chat, and portals, ensuring prompt responses and thorough follow-up.
- Lead team meetings to discuss trends, challenges, and potential process improvements based on customer feedback and team insights.
- Prepare and review team performance reports, including order forecasts, customer feedback summaries, and KPI tracking.
Who We’re Looking For
The ideal candidate for the Customer Success Supervisor role is someone with a strong foundation in customer service, leadership experience, and a passion for continuous improvement. You are:
- Customer-Centric: You have experience in customer support or account management, with a strong commitment to delivering a positive experience.
- Organized and Detail-Oriented: You can manage multiple priorities and ensure that CRM records and orders are up-to-date and accurate.
- An Effective Leader: You can motivate and guide a team, fostering a collaborative and goal-oriented environment.
- Proactive and Solution-Oriented: You anticipate customer needs, proactively address issues, and drive process improvements.
- Tech-Savvy: You are comfortable with CRM systems (e.g., Zoho, Salesforce) and can quickly adapt to new tools as needed.
- Experienced in a Relevant Industry: Experience in manufacturing, distribution, or a B2B environment is a plus, particularly in cleanroom or medical device manufacturing.
Qualifications
- Bachelor’s degree or equivalent experience in business, operations, customer service, or a related field.
- 3+ years of experience in customer support, order management, or account management, with at least 1-2 years in a supervisory or leadership role.
- Strong communication and organizational skills, with experience managing customer interactions across multiple channels.
- Proficiency with CRM systems (e.g., Zoho, Salesforce) and order management software.
- Proven ability to prioritize tasks, manage competing priorities, and resolve issues in a fast-paced environment.
- Local candidates only, please
What We Offer
- Comprehensive medical, dental, and vision insurance
- Health Reimbursement Account
- Flexible Spending Account
- Baseline Life Insurance, Company Paid
- Free Certified Financial Planning & Advisory Services
- Traditional and Roth 401k
- Generous Paid Leave and Company Holiday Pay
- Work-Life Balance
- Unique Cross-Training Opportunities
- Continuous Learning
- Recruitment Referral Bonus
CleanMark Labels is an Equal Opportunity Employer
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