Customer Support Supervisor - Buffalo, NY

Purpose of PositionResponsibility for ensuring total client satisfaction for all aspects of the assigned administrative and/or client services operations in accordance with applicable standards, as well as BV-CPS quality requirements. Supervise/direct a staff dedicated to meeting or exceeding client/vendor administrative and quality assurance needs in a timely and accurate manner, and providing proactive assistance by identifying and resolving issues.ObjectivesTo supervise the department, to provide timely, accurate, prompt and professional services to our internal and external clients that meet or exceed their expectations.Major Roles & ResponsibilitiesOffer problem resolution, as applicable, for any client issues identified, highlighted or questioned with the aim of enhancing client satisfaction and improving client relations.

Monitor and address staffing needs and issues, prioritizing workload to ensure turnaround times and client expectations are met.

Assist management with the new hire process.

Work with other department leadership to provide feedback to site leaders regarding departmental systems, processes and recommendations for improvements and cost savings to achieve site wide goals.

Ensure staff growth and development, including performance evaluation, goal setting, and proper training.

Assist employees in correcting performance issues through coaching, counselling and performance improvement plan.

Ensure that CARs/PARs are closed out in a timely manner.

Support business development/service delivery and build rapport with clients through participation in client meetings, technical/educational lab tours, prepare client presentations and participate in seminars.

Ensure accurate and prompt client service, including but not limited to technical inquiries, program requirements, pricing, capability, holds and reporting

Provide customer account information to Business Development/Service Delivery Team to minimize risk, maximize opportunities, achieve sales goals.

Communicate significant client issues for resolution, and monitor sales and submissions to track client satisfaction.

Ensure that client requirements are being followed as required

Distribute workload and readjust resources within Customer Service, as necessary, to ensure workload is completed in a timely manner. Work with necessary labs to communicate any issues. Also includes acting as back-up to direct reports.

Monitor processes and track KPI’s for department , and report, address and put corrective actions in place to resolve issues within and outside of the department.

Work in conjunction with lab staff to develop and maintain current reporting of standards, regulations, and client specifications/requirements.

Provide feedback to department manager regarding departmental systems, processes and recommendations for improvements.

Write, review, and update administrative procedures for department

Ensure adherence to and implementation of the guidelines set forth in the BV-CPS Quality Manual as well as maintenance of the quality system.

Monitor the work environment for safety hazards and promptly recommend or take action to address any and all concerns in accordance with location safety procedures.

Address external customer complaints and implement corrective actions, as well as any necessary intervention with the customer.

Write, train, implement and update administrative procedures, as required.

Additional Responsibilities for Supervisor II:Assist Manager in executing the budget, helping to ensure achievement through controlling expenses, meeting revenue, and forecasting potential issues

Provide training for new requirements, services offerings, or technologies.

Maintain up-to-date knowledge of current client specifications/requirements and PAID information.

Enhance customer and support service offerings, working with staff to provide recommendations for internal and external clients regarding services.

Assist in maintaining and improving operational, administrative, and computer procedures and systems.

Developing plans to respond to changing market conditions, client requirements or changing priorities.

Coordinate and document responses for requests for quotations/proposals, as needed.

Assist in developing department strategy and executing departmental plans.

Lead and implement large scale department improvement projects.

Survey and monitor client needs and services satisfaction.

Research and develop new services and/or sales to further grow and expand business opportunities within local operations.

Assist with the supervision and coordination of log-in and sample control function, as required

Knowledge, Skills, AbilitiesStrong written and verbal communications and interpersonal skills

Excellent organizational skills to organize / prioritize individual and team workload to meet or exceed deadlines

Ability to juggle multiple tasks and changing priorities in a very busy environment

Strong analytical / problem solving / process improvement skills

Strong leadership skills to supervise diverse areas and staff

Strong knowledge of products testing from laboratory perspective and/or excellent practical knowledge of testing in the area being supervised, as required

Proficiency with Word, Excel & PowerPoint

Attention to detail

Experience and Educational Background Required for the JobSupervisor I:4 year degree with 2 - 4 years industryrelated experience and 2 years leadership experience

Or equivalent combination of education and/or experience may be acceptable.

Supervisor II:4 year degree with 5+ years industry related experience and 3+ years supervisory experience

Or equivalent combination of education and/or experience may be acceptable