Customer Support Supervisor

This job is not eligible for Visa sponsorship or relocation.

The primary role of the Customer Support Supervisor is to ensure customer needs and company objectives are met, while mentoring and guiding Customer Support Representatives to provide effective assistance to both internal and external customers. This position is performed in the BAU offices.

Position Duties

* Lead and manage the Customer Service Team towards the highest customer satisfaction level and contribute to grow BAU revenue and customer loyalty.

* Reply to all external and internal customer emails in a prompt and helpful manner

* Create and maintain customer support processes and procedures, monitoring daily staff activities. Ensure that company policies and procedures are upheld.

* Support other BAU internal departments as needed. Work closely with Production Planning and Warehouse teams to manage customer needs and expectations.

* Ensure consistency in processes and information shared with customers

* Respond to customer inquiries, resolve issues, and investigate customer service issues

* Conduct customer surveys, working with Quality Assurance team to ensure AS9100 compliance

* Confirm electronic files for orders and shipments are kept according to current BAU processes

* Support mailings to customers such as holiday cards, calendars, and agendas

* Support Sales Department personnel with reports, quotes or production questions specifically for their customers

* Oversee that all Return Material Authorizations, Non-Warranty Returns and Buy backs are processed, using information provided by QA inspection results to decide if credits are to be paid or denied, and cases are closed in a timely manner

* Support Quality Assurance Department with AS9100 and other audits as requested

* Remain flexible to adapt to the changing needs of both customers and the company

* Assist in hiring, training, and evaluating Customer Support team employees, handling discipline when necessary with support of Human Resource Department and Manager.

Position Requirements

•Bachelors degree in related field

• 3-5 years of prior experience in customer service

•Must have ability to work in a multi-task environment

•Must have excellent communication, organization, and problem-solving skills

•Proficient in Microsoft Office Suite

•Bilingual English/Spanish is preferred

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Microsoft Office: 3 years (Required)
• Customer service: 3 years (Required)

Ability to Commute:

• Mayodan, NC 27027 (Required)

Ability to Relocate:

• Mayodan, NC 27027: Relocate before starting work (Required)

Work Location: In person