Customer Success Supervisor

Job Description

ABOUT THE ROLE

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. This position will report to the Customer Services Manager, Western Operating Group.  Join us and become an integral part of our winning team.

This is a hybrid role based out of one of our western manufacturing facilities 2 days per week.

WHAT YOU’LL DO

Work Planning:  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.

Customer Engagement:  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.

Culture Building:   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.

Issue Resolution:  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.

Training and Development:  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.

Continuous Improvement:  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.

Escalation Management:  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.

Performance Management:  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.

WHAT YOU’LL NEED

• Industry Knowledge: Understanding of the building products industry and sales management experience in dealer, distribution, retail, two-step and consumer channel segments.
• Skills: Strong problem-solving, negotiation, and communication skills essential.
• Time Management: Solid time management skills with the ability to prioritize multiple responsibilities effectively.
• Interpersonal Skills: Strong interpersonal and teamwork skills with a high level of integrity and personal motivation.
• Adaptability and Flexibility: Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset
• Resilience: Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges.
• Learning Agility: Be willing to adapt to new processes, technologies, and ways of thinking.
• Collaboration and Teamwork: Collaborate with colleagues, share insights, and work together to achieve common goals.

Qualifications

• Education: High School Diploma or equivalent required; bachelor’s degree is a plus.
• Experience: 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.
• Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint.

Additional Information

The US base salary range for this full-time position is 70K-79K, + bonus + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. 

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

We offer medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (Full-time is defined as regularly working 30+ hours per week.)

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. 

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

Cornerstone Building Brands is an Equal Opportunity Employer. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organizations Participation in E-Verify Poster here. If you'd like to view a copy of the company's affirmative action plan for protected veterans or individuals with disabilities or policy statement, please contact Human Resources at 281-897-7788 or [email protected]. If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or [email protected]. This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails received for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

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

California Consumer Privacy Act (CCPA) of 2018

 

Must be at least 18 years of age to apply.

Note to External Recruiters

Cornerstone Building Brands does not accept unsolicited resumes and will not pay fees for any candidate submissions that were not expressly authorized.

Notice of Recruitment Fraud

We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.

Target Salary Range Max: 75000