Description:The purpose of this position is to manage all functions of Customer Support (CS), overseeing parts sales, shipping, warranty, and customer support, This role ensures that team members are equipped to provide customers with exceptional service, timely resolutions, and accurate parts.Essential Functions:
Inspire, motivate, and develop CS Team Members, ensuring that they have the necessary tools, training, and resources to perform daily functions and provide customers with exceptional service.
Plan, prioritize, and delegate the day to day functions of the CS Department in a manner that optimizes workflow and plays to individual strengths.
Plan and establish departmental objectives for daily, monthly, and quarterly operations, ensuring goals are SMART (i.e., Specific, Measurable, Attainable, Relevant, and Time-bound).
Establish key performance metrics for the evaluation of Team Members and departmental performance (e.g., call times, training, wait times).
Create and maintain records or reports pertaining to customer service activities to provide overall analytics of department performance.
Enhance and improve online resources to streamline customer access for purchasing parts, managing warranty claims, and finding trailer-specific technical information.
Manage budget, order supplies, and track and approve expenses utilizing a cost-effective approach.
Partner with Senior Leadership and Sales teams to meet company objectives.
Ensure that all customer calls, emails, or web inquiries receive timely responses, follow-up, and resolution.
Provide Team Members with guidance in handling difficult or complex queries,
Manage and resolve escalated customer service calls or emails.
Assist Team Members with work to facilitate productivity, enhance team collaboration, or to resolve difficult calls/emails.
Submit weekly timecards, evaluate employee performance, prepare performance appraises; train, develop and counsel Team Members in work-related activities,
Prepare and submit reports pertaining to work activities (e.g., lost time, injuries).
Ensure all actions are in compliance with rules, regulations, policies, and procedures.
Complete other duties and cross-training activities as assigned.
Qualifications:
Bachelor's degree in business administration or related field of study
Minimum three (3) years of leadership experience required
Minimum two (2) years Customer Service experience required
Experience within order/customer fulfillment, warranty claims
Technical sales, mechanical aptitude, troubleshooting experience
Specialized Knowledge:
Familiarity with Google Workspace, Excel, and Access
Knowledge of business and management principles
Knowledge or experience using Hub Spot preferred
Experience working in CRM systems
Additional Skills & Qualifications:Competencies:
Advanced verbal and written communication skills; ab ty to negotiate, problem—solve and provide disciplinary feedback, as required
Adept at active listening, in order to address the questions, concerns, or conflicts of Team Members and customers alike
Ability to Work under pressure and respond appropriately to changing priorities or unexpected situations
Especially skilled in delegating work in a fair, timely› and collaborative manner
Strong time management skills; especially skilled with follow-up and follow-through
About Aston Carter:
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.Diversity, Equity & Inclusion At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
Hiring diverse talent
Maintaining an inclusive environment through persistent self-reflection
Building a culture of care, engagement, and recognition with clear outcomes
Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.
