Supervisor, Customer Success

About the role

As a Customer Success Supervisor, you will lead a team that is responsible for creating optimal experiences and delivering premier service levels for our direct and indirect customers. While you prioritize customer needs, we will prioritize your development. This position will report to the Customer Services Manager, SOG. Join us and become an integral part of our winning team. This is a hybrid role based out of our Welcome, NC or Rocky Mount, VA plant requiring 2 days in the office per week.

Responsibilities

• Culture Building: Establish and maintain a positive, customer-centric team culture paramount to the success of the business. This includes communicating a shared mission, fostering a sense of community, and ensuring that all actions and communications are working toward the same goal.
• Escalation Management: Provide support to CSRs in resolving escalated or urgent matters. Collaborate with functional leaders and their teams to ensure high-quality customer service and address issues with solutions that positively impact customer relationships.

Requirements

• Industry Knowledge : Understanding of the building products industry and sales management experience in dealer, distribution, retail, two-step and consumer channel segments.
• Skills : Strong problem-solving, negotiation, and communication skills essential.
• Time Management : Solid time management skills with the ability to prioritize multiple responsibilities effectively.
• Interpersonal Skills : Strong interpersonal and teamwork skills with a high level of integrity and personal motivation.
• Adaptability and Flexibility : Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset
• Resilience : Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges.
• Learning Agility: Be willing to adapt to new processes, technologies, and ways of thinking.
• Collaboration and Teamwork: Collaborate with colleagues, share insights, and work together to achieve common goals.
• Education : High School Diploma or equivalent required; bachelor's degree is a plus.
• Experience : 3+ years of proven direct customer and consumer support experience, preferably in the building products industry. 2+ years in a service lead or

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