Customer Support Manager — Lead a High-Impact Team

Greco and Sons, Inc.; Oak Creek (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Greco and Sons, Inc. is seeking a Customer Support Manager to provide day-to-day leadership for the support team. You will guide staff, coordinate activities, and ensure service levels are met while driving timely resolution of inquiries across orders, billing, pricing, and the customer portal.

You will recruit, train, and develop personnel, manage scheduling and performance reviews, and enforce company policies. Leadership in a fast-paced foodservice environment is preferred.

Qualifications

• Bachelor-level experience in customer service leadership is not required but preferred.
• Experience leading a call center and supervising staff is expected.
• Proven ability to monitor performance against service level agreements and KPIs.

Responsibilities

• Provide day-to-day leadership direction to Customer Support staff including proactive guidance, troubleshooting support, and issue escalation.
• Delegate work and coordinate activities of staff members and teams.
• Monitor Customer Support call center performance against stated service agreements.
• Process feedback and complaints.
• Drive accurate and timely resolution of Customer Support inquiries and processes related to ordering, billing, pricing, and the customer portal.
• Recruit, orient, train, coach, develop, and discipline staff as needed.
• Administer scheduling systems and time management processes.
• Communicate job expectations.
• Organize, monitor, appraise and review job evaluations.
• Plan and review compensation actions.
• Enforce policies and procedures.

Skills

Interpersonal communication

Customer focus

Team leadership

Problem solving

Microsoft Office

Education

High school diploma or GED

Associate's degree preferred

Tools

Microsoft Office

Job description

Greco and Sons, Inc. is seeking a Customer Support Manager to provide day-to-day leadership for the support team. You will guide staff, coordinate activities, and ensure service levels are met while driving timely resolution of inquiries across orders, billing, pricing, and the customer portal.

You will recruit, train, and develop personnel, manage scheduling and performance reviews, and enforce company policies. Leadership in a fast-paced foodservice environment is preferred.