The Customer Success Supervisor ensures customers receive maximum value from their purchases by promoting customer satisfaction, strengthening relationships, and supporting successful product utilization. This role partners closely with Customer Success, Service & Support, and Sales teams to deliver an exceptional customer experience while overseeing branch operations, order fulfillment, and staff supervision.
This is an exciting opportunity for a customer-focused professional who thrives on solving problems, supporting others, and making a meaningful impact on both customer success and company growth.
Key Responsibilities
Facilities & Safety
- Open and close the office and operate showroom equipment.
- Maintain a safe, clean, and organized facility.
- Ensure showroom products are clean, functional, and customer ready.
- Support and coordinate branch events for customers and employees.
- Oversee daily operations including mail distribution, bank deposits, shipping and receiving.
- Order and maintain office, janitorial, and breakroom supplies.
- Conduct and document monthly safety inspections and escalate concerns as needed.
- Maintain first aid supplies and required employment law postings.
- Coordinate facility inspections, maintenance, and repairs.
Team Supervision
- Lead and supervise support staff, including delivery technicians, order fulfillment staff, and support technicians.
- Manage employee timecards, PTO, task assignments, and training.
- Train employees on internal systems and processes, including SAP and HubSpot.
- Ensure staff have the tools, equipment, resources, and training needed to perform their roles effectively.
- Provide performance-related feedback to the branch manager.
Sales Support & Customer Success
- Process sales orders, deliveries, invoicing, shipping, and other related customer transactions.
- Assist customers with questions, requests, and concerns and escalating issues when necessary.
- Enter, maintain, and regularly update customer information in HubSpot, ensuring current contact information for owners, customers, service technicians, sales representatives, and accounting remain accurate and current.
- Review and share with the sales team the weekly territory sales goals compared to invoicing progress in SAP to ensure goals will be met.
- At month-end, prepare and distribute an invoice activity report to the Sales team to support customer follow-up during the following month.
- Upsell parts and accessories to walk-in and call-in customers, including but not limited to paper, peripherals, chairs, etc.
- Train customers on the E-Biz portal for payment processing.
- Monitor aging Accounts Receivable (A/R), focusing on past due accounts and accounts due in the current month.
- Conduct collection outreach to customers and participate in collection meetings.
- Receive and process product returns and repairs.
- Maintain current product knowledge across assigned markets.
Order Fulfillment
- Oversee product pulling, preparation, and order fulfillment to ensure orders are completed accurately and efficiently.
- Manage installation and updates of software and hardware for complete units.
- Program boards and maintain accurate software version control.
- Perform final quality assurance (QA) on cabinets, boards, and peripherals prior to shipment.
- Ensure the office has the necessary technology, equipment, and resources to support software updates and programming.
Inventory Management
- Submit inventory transfer requests by the 15th of each month for fulfillment the following month.
- Adjust minimum stock levels based on historical sales data, current demand, and forecasted sales.
- Collaborate with sales representatives and managers to ensure inventory aligns with their monthly sales forecasts.
- Inspect all incoming and outgoing products, including inventory received through internal transfer.
- Conduct cycle counts and submit reports for investigation and inventory adjustment as needed.
- Ensure pre-programmed inventory items are maintained and updated to current software versions.
Deliveries & On-Site Support
- Assist with preparing products and equipment for delivery as needed.
- Provide Level 1 technical support for machines and kiosks, troubleshooting basic issues and escalating more complex issues to the appropriate team.
Experience & Qualifications
- Proven customer service experience, preferably in a technology-driven environment.
- Strong verbal and written communication skills, with the ability to troubleshoot and resolve issues over the phone.
- Minimum of 2 years supervisory experience.
- Experience with SAP, HubSpot, or similar ERP/CRM systems.
- Proficiency with Microsoft Office Suite, particularly Excel.
- Ability to safely move kiosks and cabinets weighing up to 400 pounds using an appliance dolly.
- Reliable, self-motivated, and able to effectively prioritize in a dynamic environment.
- Proactive problem solver with a strong focus on customer success, operational efficiency, and continuous improvement.
Note: This job description outlines the primary responsibilities and qualifications of the position and is not intended to encompass all duties that may be required. Management reserves the right to assign additional duties and responsibilities as business needs dictate.
Pay: From $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
