Job Description

Job Description

Job Description

The Customer Support Supervisor manages our Denver branch’s Customer Service team which consists of 7 Customer Service Representatives. Reporting to our General Manager, this hands-on management position regularly coaches CSRs, resolves internal and external customer issues, recruits and trains new CSRs, and partners with branch management to ensure the Customer Service team is proactively equipped to support operational and sales initiatives.

Let us tell you about the responsibilities and expectations of this role to ensure we are the right fit for each other.

You’ll be responsible for (but not limited to):

• Manage and coordinate activities of team members in the Customer Service department.
• Oversee, onboard and/or conduct training of new or existing employees to include processes, work methods, and procedures.
• Provides team members with timely and accurate feedback such as performance reviews, disciplinary problems, process changes, performance targets and context for business constraints that may impact customer satisfaction.
• Interview, Onboard, and exit employees as needed.
• Responsible for retention, training and continued development of hourly employees
• Interfaces with team members on a daily basis, involved with decisions concerning all aspects of customer service and sales to drive customer satisfaction.
• Personally manage high priority customers to provide a white glove experience.
• Ensures on-time delivery to meet customer commitments.
• Become a Subject Matter Experts on all products, codes and systems.
• Handles internal and external customer issues in a professional and timely manner.
• Responsible for ensuring teams performance of time-sensitive daily order entry and price quotes.
• Maintains compliance with all required employment laws and OSHA regulations and policies.
• Provides timely and accurate management reporting.
• Works closely with the sales team to ensure estimating adheres to standards, processes, and key performance indicators.

The most qualified candidates will have:

• At least 4 years experience in a supervisory role, preferably within the manufacturing and/or building products industry.
• Solid project management skills including ability to solve practical problems.
• Self-motivated and goal-oriented person with a drive to succeed to maximize business results.
• Fosters a high service level culture to get the job done.
• Must have excellent communication (written and oral), interpersonal, time management, and conflict management skills.
• Experienced user of Microsoft Office 365 suite.
• Experience with Oracle NetSuite strongly preferred.
• Ability to calculate discounts, fractions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

What we can offer you:

• Challenging work environment with a stable privately owned company
• Opportunities for skill set expansion and career growth
• Competitive pay with annual bonus opportunity
• Comprehensive benefits package:
  • Medical, Dental, and Vision – effective on your first day
  • Paid Holidays
  • Paid Time Off
  • 401K
  • Wellness program

We appreciate you reviewing our opportunity and look forward to receiving your resume!

Metal Sales Manufacturing Corporation is committed to a diverse, equitable, and inclusive environment. We are an Equal Opportunity Employer that provides opportunities for all.

We stand behind everyone and encourage team members to bring their full and authentic self to work. We celebrate all the things that make each of us who we are; and while we have 21 locations in 17 states, we are all on the same team.

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