Job Description

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 for 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
• I dentify 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 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, or protected veteran status and will not be discriminated against on the basis of disability. 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 or policy statement, please contact Human Resources at 281-897-7788 or HRCompliance@cornerstone-bb.com. 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 HRCompliance@cornerstone-bb.com. 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.

California Consumer Privacy Act (CCPA) of 2018

Must be at least 18 years of age to apply.

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.

Job Tags

Holiday work, Full time, Immediate start,

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