Customer Support Manager–Americas

The Customer Support Manager is responsible for the day-to-day interactions between our customers within the U.S., Canada, and Latin America regions and the InVue customer support team, providing leadership and close supervision of the team to achieve total customer satisfaction, driving a premium customer experience, and loyalty through process and people development.

This Position Will Interact Directly With

ESSENTIAL FUNCTIONS & DUTIES

People Management

• Recruit, train, onboard, mentor and develop customer support specialists
• Create and manage by KPIs – coach employees on areas of improvement
• Provide and document consistent feedback to employees
• Complete employee performance reviews
• Foster a culture of service and collaboration
• Motivate, appreciate, recognize, and inspire employees
• Manage workload and assign accounts as needed
• Understand and enforce policies, procedures, and instructions to ensure product quality, customer satisfaction, attainment of business goals and environmental well-being

Customer Experience Excellence

• Manage Orderbook & Order Fulfillment to meet OTIF goals.
• Drive On-Time in Full performance against SLAs. Analyze and root cause performance issues.
• Support and Perform
  • Customer Inquiries
  • Material Returns and Customer Complaints
  • General Customer Communication
  • Manage Software Billing Process
  • Project Management for small-medium roll outs, including field services vendors
  • Collections support as requested from Finance
  • Customer Master Maintenance
• Act as a point of escalation for customer support/customer service issues.

Continuous Improvement 

• Create and/or improve SOPs including customer playbooks and routing guides
• Drive Team Development and Training
• Promote user acceptance and integration into processes of approved technologies
• Rely heavily on resources and data to achieve qualitative and quantitative results
• Drive to root cause and implement/track and sustain corrective actions

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

• BA/BS degree from an accredited institution
• 5 – 7 years of professional experience in a customer service, account operations, and/or support role
• 3+ years direct people management experience
• 1+ years’ experience with Zendesk preferred
• Experience with ERP systems/AS400 preferred
• High proficiency in Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Teams) 
• Strong Order to Cash cycle experience and understanding within consumer electronics and/or hardware and software industry 
• Strong organizational skills with the ability to effectively prioritize and manage multiple demands in a fast-paced environment
• Excellent interpersonal and communication (verbal and written) skills