Supervisor, Customer Support

Multi Service Overland Park , KS 66204

Posted 2 months ago

At MSTS, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 500+ strong professional team with offices in Overland Park, KS, Rijswijk, The Netherlands, San Jose, Costa Rica, and Melbourne, Australia. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

When you click 'Apply', you will need to click on 'Create Account'. By creating an account, you will be able to view your applications and their statuses. Your password must contain 1 upper case letter, 1 number, and 1 special character.

World Fuel Services, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Job Title: Customer Support Supervisor

General Summary:This position requires an individual with a high level of organization skills in providing innovative solutions when supporting a team that exceeds customer expectations. The ability to multitask and display a sense of urgency is critical to this role. The Customer Support Supervisor is a seasoned leader working with internal teams along with external clients, merchants and customers to maximize program participation while excelling at professional communication, productivity, problem solving, team leadership, innovation and strategic initiatives. In addition to this, the role will ensure a mindset of continuous improvement (i.e. processes, procedures, team and individual development) with the express intent of driving world class service for the organization.

Principal Duties and Responsibilities:

  • Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers

  • Promote a culture of continuous improvement by studying, evaluating, re-designing and documenting processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes

  • Oversee incoming and outgoing communications to ensure timely, accurate and professional responses

  • Set, monitor and frequently review team goals and metrics

  • Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns

  • Recognize potential system defects and escalate internally when appropriate

  • Handle escalated situations and act urgently when necessary

  • Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation

  • Manage client relationships by providing top-level support

  • Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example

  • Performs other general duties as assigned

Required Experience, Skills and Abilities:

  • Minimum of 4 years' experience supervising Customer Service personnel in a call center environment

  • Excellent interpersonal skills and ability to motivate the team and create a supportive working relationship

  • Excellent professional verbal and written communication skills

  • Detailed oriented; strong organizational skills

  • Strong critical thinking and analytical skills

  • Independent decision making and delegation experience

  • Advanced computer skills, especially in Microsoft Word & Excel

  • Experience with Service Cloud is a plus

  • Ability to identify the root cause of a problem and develop solutions to mitigate

  • Interdepartmental and customer relationship skills

  • Work schedule flexibility

  • Multiple languages a plus

Why you will love working at MSTS

  • Competitive salary

  • Generous paid time off

  • Medical, dental, vision, FSA, Life/AD&D, long and short term disability

  • 401K matching

  • Casual environment and dress

  • Employee referral program

At MSTS we believe:

  • in saying yes to unique and challenging requirements
  • empowered team members are creative team members
  • our products make the customer's day just a little bit better
  • work/life balance makes us all more effective

MSTS is an Equal Opportunity and Affirmative Action Employer. We welcome all veterans and disabled applicants.

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