Customer Service Supervisor

Who Are We?
Do you want to help to make the world a better place? Join our team! At TSI our vision is to create a better world by helping to protect people, products and the environment. We are proud of the wide range of solutions we provide that solve our customer’s problems around the world. From helping to ensure worker safety and understanding air quality to supporting complex highly technical industries such as pharmaceuticals manufacturing, semiconductor, and research customers, TSI employees are part of something special with a purpose.

Customer Service Supervisor at TSI

The Customer Service Supervisor is responsible for overseeing and leading a team of customer support representatives – including order entry, order management, credit and return processing, and customer master functions - ensuring they provide excellent customer support and resolve customer issues effectively and efficiently. This position will drive continuous improvement through effective coaching, training and mentoring of team members, monitoring and improving performance, and developing strategies to improve customer satisfaction. 

What Will You Do?

In order to grow and build a successful career with TSI, you will be responsible for:

• Develop, implement and monitor adherence to standard policies and procedures to ensure a consistent, high-quality customer experience.

• Supervise and coach employees as required to meet performance objectives and customer support standards by reviewing key metrics and monitoring calls to provide feedback. Understand and support the professional development of direct reports.
• Develop, implement and maintain customer support policies, procedures and training materials. Facilitate delivery of training to new and existing employees either directly or by supporting in-team trainers.
• Proactively identify, implement and participate in continuous improvement initiatives, partnering with cross-functional leaders as needed to improve customer satisfaction.
• Drive and support complaint resolution through problem solving, root cause analysis and retraining efforts. Act as the first point of escalation for customer concerns team members are not able to resolve.   
• Assign and monitor day-to-day workload across all team members. Update and analyze daily performance metrics looking for opportunities to make improvements and provide support. 
• Provide direct customer support as needed when required.  
• Perform other related duties as assigned.

Supervisory Responsibilities 

• Recruit, hire, and retain a high performing team.
• Drive team performance by setting clear goals, providing ongoing coaching and feedback, and facilitating professional growth opportunities.
• Define employee objectives, conduct performance reviews, and make recommendations regarding compensation, promotion, training, and discipline.
• Define and execute required training programs to address industry, product, process, and technology training needs.

What Do You Need? 

Required

• Bachelor’s Degree in Business or related field.
• Five (5) years of experience in Inside Sales/Customer Support Operations, with a minimum of two (2) years in a supervisory role. 
• Experience in a manufacturing or distribution environment.
• Experience with ERP, CRM and call management systems.

Desired

• Experience with multiple channels to market and supporting numerous product lines.
• Some experience with Lean Manufacturing or Lean process techniques preferred.

TRAVEL

No travel is expected for this position.

What Can We Give You?
At TSI, our employees are our most valuable assets, and we care about their health and happiness. We offer a competitive benefits program to keep our employees and their family members protected and foster a healthy work-life balance. Additionally, we are committed to employee development and growth, and encourage and foster an environment of collaboration, and innovation. Our work has meaning and the products we design and build help protect people and the environment.

Dress for your day: We want our employees to be comfortable at work and we know they are more productive when they’re comfortable. The dress for your day policy allows employees’ discretion to select appropriate dress for the business of each workday.

Free Beverages/On-site Cafeterias: Enjoy complimentary coffee, tea and hot chocolate each day at work. We also have two large cafeterias employees can eat lunch in, as well as an outside patio area that employees can enjoy during the summer months.

Pay & Benefits:

Competitive market salary from $88,000 - $100,000 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities may be available and awarded at the discretion of the Company.

Benefits:

• Health Insurance: Comprehensive medical, dental, and vision coverage.
• Retirement Plan: 401(k) with company match.
• Paid Time Off Program: Paid time off, paid holidays, and paid floating holidays.
• Other Benefits: Life insurance, employee assistance program (EAP), and professional development opportunities.

*Pay amount does not guarantee employment for any particular period of time.

Legal authorization to work in the United States without the need for sponsorship.  We require proof of eligibility to work in the United States. 

EOE/Vet/Disability