CompanyCareers

The Customer Service Supervisor supports the Customer Service Manager in executing change per the direction given, and understands the importance of equity, confidentiality, and communication. This position will help drive and promote excellence on the Customer Service team globally.

The right candidate will be passionate about customer satisfaction, looking to join a fast-paced growing team, and have a passion for the automotive industry.

Inbound Telephone Support

• On occasion the supervisor may be asked to answer inbound calls to the Company’s support telephone numbers as a backup when queue volumes increase and take appropriate action based on the type of call, including:

o Answering basic and complex questions about the company’s operation, products, and services.

o Responds to questions from the Customer Service teamo Accepts and addresses escalated calls

o Entering, changing or checking on the status of orders using NetSuite ERP software

o Tracking and escalating support calls to the appropriate department or personnel based on the subject area, including not limited to: design department questions, technical support questions, accounting questions, product questions, etc.

o Researching customer account issues, including accepting payments and sending statements or resolving questions about accounts

o Screening and forwarding phone calls to XPEL employees

o Notes should include sufficient detail about the call to be useful in the future

Technical Support

• Answering calls from customers and internal employees about the Company’ Design Access Program Software, including:

o Assisting with setting up, activating, deactivating and managing of customer accounts

o Assisting with the installation, operation, and troubleshooting of cutting plotters

o Supporting customers with basic questions about commonly-used functions of the DAP software

o Resolving technical problems with the DAP software and escalating problems for further level of assistance

• Support customers with the use of XPEL’s website and on-line ordering tools

Order Management

• Monitor e-mail inboxes and NetSuite for inbound orders that need to be approved and processed

• Monitor the Inbound Support Queue, answering or forwarding cases to the appropriate party based on current procedure

Outbound Support

• Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:

o Soliciting feedback from customers about the Company’s service, products or performance

o Informing customers about Company products, offerings

o Pro-actively calling customers in response to automated alerts about order delays or other problems

Additional Supervisory duties

• Responsible for completing quality monitoring and scoring calls for Customer Service Representatives and providing constructive feedback

• Responsible for creating and updating work instructions, processes

• May be asked to provide in classroom or virtual new hire training• Addresses escalated customer issues

• Provides floor support, responds to real time inquiries from the Customer Service Team.

• Monitors and responds to various chats with the Warehouses and Sales Team to Coordinate communication as required to ensure that efficient and timely deliveries of customer orders are occurring

• Conducts 1x1 meetings with assigned employees to discuss performance, set expectations, and holds them accountable to metrics and goals

• Approves employee timecards and documents attendance records

• Periodic special projects and other duties as assigned

• Supervises and coordinates activities of employees engaged in inbound/outbound calls and back-office processes. Moves resources as needed to accomplish Call Center goals and metrics

• Establish and maintain good rapport with internal and external customers through effective communication both written and oral

• Promotes teamwork, positive attitude, and the “No Tomorrow” XPEL philosophy

Qualifications:

• High School Diploma

• 2-4 years of high-level customer and technical support experience

• Experience providing support through live chats and email preferred

• Knowledge of Excel, Word, Power Point and General Microsoft Office Applications

• Ability to communicate professionally and effectively

• Excellent phone presence with high level of interpersonal, and organizational skills

• Demonstrates a sense of urgency and timeliness to meet customer service call demand