It's more than just a job… we are creative, passionate people who turn ideas into innovations. We continue to raise the bar on technology; we epitomize quality, innovation, and style and design; and we stretch the boundaries of imagination. At Sony, there is no limit to what you can create. A career at Sony means more than a paycheck - it's a way of life.
Sony Creative Software has an exciting opportunity for a Supervisor, Customer Support at our Middleton, Wisconsin location.
The Supervisor, Customer Support will be responsible for managing the
worldwide customer service team for Sony Creative Software. In this capacity, the Supervisor will oversee and direct the personnel in the customer service department worldwide, will make recommendations for enhancements to this department and ensure proper implementation of these initiatives. These initiatives will include recommendations regarding personnel, equipment, and technology needed to ensure that Sony Creative Software products are supported in a professional manner throughout the world.
The Supervisor will play a key role in the development and build-out of our global customer service initiatives and strategy and will travel as necessary to represent Sony Creative Software at trade events and industry conventions related to customer support. The Supervisor, Customer Support will have responsibility for all aspects of the Customer Service Department consisting of personnel management, pre and post-sales support, process efficiencies and the overall performance of Sony Customer Service Representatives including: training, motivating, developing and evaluating team performance metrics.
Additionally, will supervise employment related functions for department including but not limited to: interviewing and hiring, performance reviews, etc. and will provide timely feedback and coaching. This individual will assist in developing, modifying and executing company policies which affect immediate operations) and may also have a company-wide effect. The Supervisor will have regular interaction with management on matters concerning several functional areas, divisions and/or customers. When appropriate, will delegate assignments to satisfy company and department objectives.
The Supervisor, Customer Support will maintain customer satisfaction service levels by initiating, coordinating and enforcing operational policies and procedures and ensuring all Consumer Sales Direct orders are processed timely and will work closely with the IT Department to assure technological support.
The Supervisor, Customer Support reports directly to the Vice President, Worldwide Sales.
Sony is united by a common set of values - FAST: Focus on customer, Accountability, Speed, Teamwork. These values don't stand alone - they correspond to a set of behaviors known as "performance accelerators" that promote job success, business results and cultural change at Sony Electronics. Performance accelerators for this position are: Customer Focus, Planning, Strategic Agility, Decision Quality, Drive for Results, Develop Others and Integrity & Trust.
Bachelor's degree is preferred or equivalent
Must have a minimum of 2 years related Customer Support experience, including supervisory experience
Must have strong computer skill including MS Office Suite and web-based applications
Must have excellent verbal and written communication, presentation and time management skills
Must have working knowledge and familiarity with at least 2 of the following: Video editing, Audio editing and Music creation software
Must have the ability to handle multiple assignments and functional areas simultaneously in a fast paced environment
Must demonstrate the ability to negotiate and gain consensus of others
Must be understanding of call center concepts, and have experience with call center technologies and CRM systems
Sony Electronics is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.
We sincerely appreciate and thank you for your interest in Sony Electronics Inc.
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