Customer Support Manager

Shorr Packaging Corp.; College Park (GA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

ESOP (Employee Stock Ownership Plan)

Medical, dental, vision insurance

Generous PTO and holidays

401K plan with matching

Team-based employee owner culture

Job summary

Shorr Packaging Corp. is seeking a Customer Support Manager to hire, coach, and lead a diverse team in a fast-paced environment. This role serves as a coach and mentor to help team members grow while maintaining performance expectations and transparency.

The Customer Support Manager leads a department, upholds quality service standards, and drives strategies to enhance customer experience. It fosters a culture aligned with Shorr and builds a team of engaged customer advocates delivering

Responsibilities

• Hire new team members in collaboration with HR on recruiting, resume reviews, interviews, and offers.
• Onboard and provide ongoing learning and development for all team members.
• Motivate and coach team members daily; provide feedback and corrective action plans when needed.
• Balance workload and delegate tasks to meet customer experience goals and SLAs.
• Set and communicate goals for productivity, quality, and continuous improvement.
• Review KPIs and dashboards to optimize resource allocation and drive efficiency.
• Help craft and rollout standard operating procedures for customer service/sales support.
• Identify process improvements to enhance customer experience.
• Support escalated issues to ensure prompt resolution and consistent quality.
• Provide backup support and assist with tasks to ensure SLAs are met.
• Assist with onboarding and training of new Account Executives on customer-facing activities.
• Support cross-functional initiatives as liaison between customer support and other departments.
• Perform other duties as assigned.

Job description

Together, We Own it! Start your employee owner journey with Shorr Packaging. The Customer Support Manager is responsible for hiring, coaching, and leading a diverse and inclusive team in a fast-paced and rapidly changing environment. This individual serves as coach, mentor, and leader to help individuals grow in their career while setting expectations on performance-based feedback and transparency.

The Customer Support Manager is a subject matter expert and an accessible point of contact for our internal stakeholders and external customers. As a department leader, he/she upholds quality service standards while modeling adherence to standard operating procedures and helping to drive the strategies developed to enhance customer experience. Through effective leadership, this role will promote a culture that is consistent with the Shorr organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience.

Responsibilities

• Responsible for hiring of new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions.
• Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.
• Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed.
• Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA's are consistently met.
• Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.
• Monitor reports, KPI's and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team on a regular basis.
• Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness.
• Recommend process improvements to drive efficiency and improved customer experience.
• Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
• Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met.
• Support onboarding and training of new Account Executives on customer facing activities as it relates to the division and customer support department.
• Provide support on cross-functional initiatives as internal liaison for customer support team with Shorr stakeholders including sales, marketing, finance, and operations.
• Other duties as assigned.

Shorr Packaging does not provide work authorization sponsorship for this position.

Shorr Benefits

• Employee Stock Ownership Plan (ESOP) - Together, We Own It!
• Comprehensive Employee Benefits: Medical, dental, vision and other insurance coverages
• Generous PTO with vacation, sick and floating holidays.
• 401K plan plus matching
• Team based Employee Owner company culture

Shorr Packaging Corp is an equal-opportunity employer. It is the policy of Shorr Packaging Corp to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to protected veteran status or disability status or any other legally protected status.