Customer Support Supervisor

Haarslev is an innovative company that provides powerful processing solutions engineered to benefit the global environment. We apply many different technologies to help and enable our customers to create a cleaner, greener and more sustainable future. As part of this remarkable journey, we are looking for a Customer Support Supervisor.

The job

The Customer Support Supervisor is an essential part of the Commercial Service Department and is responsible for managing the Customer Support team while providing Haarslev’s Customers a 360-degree customer service approach. The Customer Service Supervisor will ensure that the customer is taken by the “hand” through the Haarslev processes and structure from the beginning of any request through to the resolution. The Customer Support Supervisor is ultimately responsible for the Customer “Journey” and acts as the primary Haarslev contact for their assigned accounts. The Customer Support Supervisor will also serve as working supervisor within the Customer Support team to provide support and guidance not only to their assigned accounts but also to the other members within the team.
You will report to the Director of After Sales and be a part of the Service team.

Tasks and responsibilities

• Responsible for supporting the Customer, Customer Service Advisors, and the Capital sales organization
• Responsible for the operational excellence of the Customer Journey, providing 360 degrees of care
• Responsible for order intake, maintenance, and an increase in business by utilizing a Proactive customer approach
• Responsible for serving as the primary contact for assigned accounts regarding all interactions with Haarslev via inbound and outbound phone calls and emails
• Achieve set Monthly, Quarterly, Yearly goals and targets that will affect set KPI’s
• Customer Support will ensure that all ERP and CRM systems are updated and maintained accurately
• Responsible for Proactive Part Sales and Service Product Revenue Increase
• Prepare quotes for spare parts and rebuilds for customers and US capital sales jobs
• Ensures proper follow up on opportunities, requests, and inquiries with Customers
• Handle situations that may require extensive research according to the customer need, escalating within the team as necessary
• Manage customer ordering systems (portals/EDI)
• Lead and drive internal customer support activities along with proactive support functions
• Process-oriented mentality with a desire to streamline, define with Standard Operating Procedures, and maintain internal customer service delivery processes
• Manage, coach, and develop the Customer Support Team
• Supervising day-to-day activities for the group of employees who engage in the “customer support” and service relationships with the customer
• Manage individual and group budgets
• Analyze customer data, technical market data, and competitor data to translate these into feedback for the service organization and the rest of the internal organization (Global Service, Innovation, Sales, Supply Chain)
• Draw up the tactical and operational market plans for each of the designated territories, participate in strategic planning, create and monitor annual operation plans and a market approach plan
• Analyze account base and develop an approach for the Customer Service team. Dissect conclusions, develop, and deploy strategic initiatives for the benefit of our customers and Haarslev
• Ensure processes are in place for the Customer Service team to respond to emergency needs for the customers by collecting necessary information, determining the appropriate solution, developing a plan of action, and implementing and overseeing the plan to resolve the customer’s issue
• Monitor/collect customer satisfaction feedback and provide this information back to the Haarslev organization
• Develop SOP documentation, provide continuous training, act as an escalation path for team members, onboard new employees.

OTHER JOB FUNCTIONS

• Provide other duties as assigned by the Customer Service Manager
• This role will require to be part of the working team and function as such, the Customer Support Supervisor will also be responsible for the day-to-day activities with direct customer interaction within the group and play an active role with escalations as they arise

Requirements

• A Bachelor’s Degree or matching experience
• Must have a proactive mind set
• A service-minded, self-starting individual, who can manage time effectively and achieve agreed goals
• Excellent interpersonal and communication skills as well as the ability to handle multiple tasks and priorities<