Customer Support Supervisor

The Sherwin-Williams Company • Cleveland, OH • 1h ago

This position is responsible for overseeing a team of Customer Service Professionals as they work to provide superior order management and account support to all sectors of business including The Americas Group, Consumer Brands Group and Performance Coatings Group - both domestically and internationally.

POSITION REQUIREMENTS:

Employee Engagement and Development

Supervise and develop a team of professionally graded Customer Support Specialists, Representatives and Agents who support annual combined sales of over $15 billion for The Americas Group, Consumer Brands Group, and Global Supply Chain including ongoing consideration for remote/decentralized agent support as well as HQ/on-site based teams.

Post positions, review resumes, conduct interviews and hire quality candidates through timely, fair, and inclusive evaluation processes, in partnership with HR.

Ensure optimal business coverage through scheduling, work volume monitoring and statistical analysis of business trends, balancing meeting world class service levels with fair and cost-effective staffing.

Align individual staff strengths with department and business needs.

Monitor trends in personnel performance and escalate feedback/guidance with active HR Partnership as necessary.

Maintain an active, engaged presence with direct report team including demonstrating an open-door policy.

Develop and enhance employee competence and effectiveness by providing on-going guidance, mentoring, feedback, and motivation of staff to ensure competent performance and succession planning while adhering to department and corporate policies and procedures.

Encourage and reinforce the proper use of systems, tools, and processes.

Identify and provide training opportunities to subordinates aligned with professional needs and goals.

Make recommendations to adjust staffing to ensure service levels are being met by monitoring contact rates, transactional volumes, and cross-training to meet evolving business needs.

Compare the leadership potential of different team members and determine project lead assignments that promote successful outcomes and personal growth.

Productivity, Continuous Improvement & Goals

Promote Transaction Lean training, active CI project participation, and formal LEAN certification.

Maintain an active, engaged presence, perform live contact monitoring and maintain monthly performance stats (i.e. productivity rates), provide timely, productive feedback to staff, recognize and coach employees not meeting world class standards of customer contact quality.

Assign and track individual, team, and department goals to ensure clear communication and optimal agent and team performance.

Support and promote all company and department service and quality initiatives.

Work effectively together with other supervisors and managers to create maximum synergy, coordination, and cooperation, lead supervisor engagements in identifying and sharing best practices across business units, mentor new supervisors and leverage best practices across teams to achieve success in CIPs and goals within and between business units.

Support Manager on road-mapping continuous improvement initiatives and executing key, high-level projects.

Serve as Customer Support representative where cross functional collaboration is required, providing effective partnership with key customers, suppliers, Global Supply Chain, Ops, and Sales leadership on day-to-day business operations as well as in providing special project support, including high impact projects such as system implementations, acquisitions/integrations, and CIP.

Monitor trends in operations or business performance and escalate as necessary.

Assist Manager in designing goals that help employe

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