Customer Support Supervisor

This position is responsible for overseeing a team of Customer Service Professionals as they work to provide superior order management and account support to all sectors of business including The Americas Group, Consumer Brands Group and Performance Coatings Group – both domestically and internationally.

Qualifications

Position Requirements:

Required:

• Must be eighteen (18) years of age or older
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
• High School Diploma
• 4+ years of Customer Service or related Supply Chain experience.
• Strong communication and understanding of systems and requirements in a fast-paced customer-facing contact center.
• Excellent prioritization, organizational, communication and interpersonal skills.
• Effective delegation of daily and/or tasks to Individual Contributors.
• Utilization of various reports and tools to make business decisions and evaluate hiring needs.
• Willing to be available to staff and management for special projects and / or work duties beyond normal business hours.
• Custom application experience including Advanced Order Management system (AOM), Inventory Analysis systems (IVAN), advanced business intelligence/reporting tools (BusinessObjects, Tableau), Customer Relationship Management database (SalesForce CRM), timesheet/schedule management software, Contact Center Phone Systems (CISCO/Verint), advanced Excel skills.

Preferred:

• College Degree in a Business-Related Field
• Previous supervisory or management experience. Demonstrated competence in hiring, training, and mentoring others.
• Experience with systems and requirements within the Global Supply Chain’s Customer Support department.
• Working knowledge of Best of Breed (BoB) and Enterprise Resource Planning (ERP) strategies.
• Transactional Lean / Six Sigma Training.
• Management and analysis of OSCC skill-based system and agent scheduling/assignments.
• Advanced knowledge and experience in delivering training for systems/processes including but not limited to J29 application, batch-tracking, make & ship orders, pricing workflow management, advanced AOM routines, EDI.

Responsibilities

POSITION REQUIREMENTS:

Employee Engagement and Development

• Supervise and develop a team of professionally graded Customer Support Specialists, Representatives and Agents who support annual combined sales of over $15 billion for The Americas Group, Consumer Brands Group, and Global Supply Chain including ongoing consideration for remote/decentralized agent support as well as HQ/on-site based teams.
• Post positions, review resumes, conduct interviews and hire quality candidates through timely, fair, and inclusive evaluation processes, in partnership with HR.
• Ensure optimal business coverage through scheduling, work volume monitoring and statistical analysis of business trends, balancing meeting world class service levels with fair and cost-effective staffing.
• Align individual staff strengths with department and business needs.
• Monitor trends in personnel performance and escalate feedback/guidance with active HR Partnership as necessary.
• Maintain an active, engaged presence with direct report team including demonstrating an open-door policy.
• Develop and enhance employee competence and effectiveness by providing on-going guidance, mentoring, feedback, and motivation of staff to ensure competent performance and succession planning while adhering to department and corporate policies and procedures.
• Encourage and reinforce the proper use of systems, tools, and processes.
• Identify and provide training opportunities to subordinates aligned with professional needs and goals.
• Make recommendations to adjust staffing to ensure service levels are being met by monitoring contact rates, transactional volumes, and cross-training to meet evolving business needs.
• Compare the leadership potential of different team members and determine project lead assignments that promote successful outcomes and personal growth.

Productivity, Continuous Improvement & Goals

• Promote Transaction Lean training, active CI project participation, and formal LEAN certification.
• Maintain an active, engaged presence, perform live contact monitoring and maintain monthly performance stats (i.e. productivity rates), provide timely, productive feedback to staff, recognize and coach employees not meeting world class standards of customer contact quality.
• Assign and track individual, team, and department goals to ensure clear communication and optimal agent and team performance.
• Support and promote all company and department service and quality initiatives.
• Work effectively together with other supervisors and managers to create maximum synergy, coordination, and cooperation, lead supervisor engagements in identifying and sharing best practices across business units, mentor new supervisors and leverage best practices across teams to achieve success in CIPs and goals within and between business units.
• Support Manager on road-mapping continuous improvement initiatives and executing key, high-level projects.
• Serve as Customer Support representative where cross functional collaboration is required, providing effective partnership with key customers, suppliers, Global Supply Chain, Ops, and Sales leadership on day-to-day business operations as well as in providing special project support, including high impact projects such as system implementations, acquisitions/integrations, and CIP.
• Monitor trends in operations or business performance and escalate as necessary.
• Assist Manager in designing goals that help employees reach their potential while ensuring sound, strategically aligned business results.

Business Leadership

• Actively collaborate with all peer Supervisors across the broader Customer Support team, leverage best practices, shared goals, training, and resources – including actively advocating for direct reports and collaborating to identify career path and development opportunities between teams.
• Maintain strong network of internal partners including Sales, Marketing, GSC/Operations, Data Integrity, Supply Chain Planning, Financial Services, and Regulatory.
• Minimize discrepancies/errors/security breaches and/or customer escalations through effective coaching, support, supplemental training, and ongoing understanding of departmental procedures to ensure contact quality and compliance of all transactions.
• Provide staff assistance including directly managing escalated calls from customers, share learnings with others, and insure the capture/delivery of quality issue details into the PQR process (Product Quality Reporting).
• Partner with Managers on evaluating long-term resource and system needs.
• Champion advanced business intelligence reporting. Recognize when a report is needed, largely independently create appropriate reports from BusinessObjects, Excel, Tableau, etc., train/develop and support other team members learning these reporting tools.
• Lead training for business-specific activities on primary team including on-boarding and mentoring of new supervisors as well as support training/mentoring of peer supervisors across other business units.

Travel Requirement: Up to 10%

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

This role is not remote/ hybrid and will report to Sherwin-Williams Global Headquarters located at 1 Sherwin Way, Cleveland, OH 44113.