Customer Success Supervisor
Customer Success Supervisor
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
5years
$ 70000 - 80000
1 Vacancy
Job Description
KO Business Solutions is a family-owned consulting firm proud to work with a manufacturing company in Elk Grove Village IL who is seeking a Customer Success Supervisor to help lead their team. The Customer Success Supervisor is responsible for leading and managing a team of customer service representatives in delivering exceptional support. This role requires an enthusiastic proactive experienced leader who thrives in a fast-paced environment and can coach motivate and manage a team to achieve excellence in customer service while continuously improving quality and operational efficiency.
Primary Job Responsibilities:
- Supervise daily operations of the customer service team ensuring performance goals are met.
- Model the behaviors for creating a service-excellence customer-centric culture where the team feels engaged and empowered to deliver leading results.
- Manage the Net-Promotor Score customer satisfaction process maintaining survey cadence addressing areas of immediate concern and developing strategies to address priority issues.
- Provide coaching training and development opportunities for representatives.
- Monitors and direct development of staff through performance reviews KPIs recommends promotions salary increases special recognition correction action and termination.
- Be the point of escalation to resolve complex customer issues.
- Manage schedules and staffing to maintain optimal coverage and productivity.
- Collaborate with cross-functional teams to enhance the customer experience.
- Identify and implement process improvements based on customer feedback and operational insights.
- Handle reporting documentation and analysis of team performance metrics.
- Additional projects as assigned
Knowledge Skills Abilities:
- Strong leadership communication and interpersonal skills.
- Conflict resolution and de-escalation expertise.
- Knowledge of performance coaching models.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Familiarity with CRM systems and reporting tools.
- A customer-first mindset with a commitment to delivering exceptional service.
- Maintain a professional appearance and uphold a positive company image
Minimum Job Requirements:
- High school diploma required; Bachelor s degree in business or related field preferred.
- Proven experience in customer service with at least 2-5 years in a supervisory role.
- PC proficient with a thorough understanding of Microsoft Office applications and capable of leaning MIL s internal ERP software.
- Must be authorized to work in the U.S.
- This position requires access to ITAR-controlled information and materials. The successful candidate must meet all ITAR eligibility requirements including being a U.S. person as defined by ITAR.
Benefits:
- Annual performance and compensation review with eligibility for annual bonuses
- 401(k) plan with employer matching and profit sharing
- Premium health insurance as well as supplemental vision and dental insurance plans
- Company paid and supplemental life insurance and AD&D
- Company paid holidays and personal paid time-off (accrual & enrollment package)
Employment Type
Full Time
