This position assists clients with customer support and oversees the workflow and management of the Customer Support Department. This department is responsible for creating an overall positive customer experience.
- Supervises Customer Support Staff
- Handles customer service calls
- Administration of Resources relative to workloads – making sure desks/activities are
covered/backed-up when staffing fluctuates or the business dictates adjustments
- Evaluates employee performance and develops appropriate goals and performance plans
- Demonstrates the highest level of proficiency in all customer support functions as well as the
specific policies and procedures.
- Handles escalated customer service or shipping issues. Escalates as necessary to the VP,
Marketing and Sales Operations
- Demonstrates willingness to solve problems and make decisions based on good information
and sound judgment in a timely manner keeping the right parties informed of actions
- Training Staff – recommend training that would help people grow
- Utilize and Create reporting tools to monitor various aspects of service
- Continuous improvement of the Customer Support function through enhancing workflow and
utilizing best practices and securing best talent to accomplish goals
- Demonstrates excellent communication skills both verbal and written with all levels of internal
and external parties.
- Business Degree or Work Experience Equivalent
- 3-5 Years Direct Supervisory Experience
- Excellent Interpersonal Skills
- Excellent Communication Skills – Verbal, Written
- Effective Negotiator
- Team Building Skills
- Microsoft Office to include Word, Excel, Power Point, Outlook
- Experience with Sage, SAP, or similar system platform – Applications to include CRM, EDI,
Document Mgt, Workflow Tools a plus
With over 50 years in business, Mars Air Systems is the global leader in the sale of air curtains and air doors that enhance energy efficiency and air quality in any building where an air curtain is utilized in doorways. Utilizing industry-leading tools and services, Mars internal culture is committed to providing high quality, dependable products and a high level of customer service. Mars is the industry’s most trusted name in air curtains. For more information, visit www.marsair.com.