Customer Service Supervisor

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

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Tennant is looking for a strategic, experienced people leader to support the implementation of growth initiatives and manage a diverse and expanding team. This role supervises and oversees the activities of the Customer Service Representatives on the portals team, ensuring that portals are maintained, processes are efficient and documented, and staff is engaged and empowered. In this role, you will purposefully interact with internal stakeholders within sales, supply chain, service and operations, focusing on process adherence, collaboration, and innovation to deliver distinctive value. This is a unique opportunity to make an impact and create the vision for how Tennant supports our customers and does business via portals.

GENERAL RESPONISIBILITIES:  

• Creates and shapes the vision for how Tennant will support portals business on an ongoing basis.
• Partners with management to create, document, and implement work procedures that support company standards and strategic directives to improve efficiencies of the team.
• Performs consistent monitoring of service level compliance and reports on operational metrics.
• Responsible for onboarding new customers and/or portals (ie. identifying customer requirements, portal requirements, conducting onboarding phone calls, understanding team needs, etc.).
• Plans, directs, supervises, and evaluates workflow.
• Responsible for performance appraisals, recognition, employee development, and hiring.
• Motivates, mentors, and coaches CSRs to help them achieve their highest performance level.
• Reports and manages any disciplinary and/or performance concerns according to company policy.
• Assists leadership with daily operations to include the development, analyses, and implementation of staffing, training, and reward/recognition programs.
• Maintains time and attendance compliance ensuring proper documentation is recorded. Responsible for communicating procedural changes and all team scheduling.
• Collaborates with other internal functions to effectively manage the customer issue resolution process.
• Provides appropriate support and guidance for escalations involving customer issues.
• Provides backup support and coordination for the daily operations of the North America Customer Service team.

REQUIRED EXPERIENCE & EDUCATION:

• Bachelor's Degree in business or related discipline preferred or equivalent professional experience.
• Minimum of 3 years of supervisor experience in customer service or a call center environment.
• Experience working with Customer Portals (e.g. Service Channel, Ariba, Tungsten, Verisae, etc.)
• Experience creating operational metric reports and leveraging metrics to provide key performance insights.
• Proficiency in Excel.
• Experience onboarding new customers and/or portals preferred.
• Process certifications preferred.
• SAP experience preferred.

REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:  

• Ability to create alignment and drive positive change by establishing a clear line of sight between customer needs, organizational objectives, and individual roles.
• Ability to think strategically to identify, develop and implement process improvements.
• Ability to execute and oversee complex processes and procedures of a Customer Service team.
• Develops and maintains productive work relationships across levels, functions and geographies, and models the importance of teamwork.
• Examines issues from multiple perspectives as applicable to develop well-reasoned, sustainable solutions to problems.
• Takes initiative and ownership to identify and achieve goals and objectives. Conveys appropriate sense of urgency.
• Understands and is responsive to others' needs and concerns. Demonstrates effective listening skills.
• Is respectful and considerate of others; values diversity and embraces differences in people and approaches.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Through effective execution, regularly achieves objectives and desired benefits. Sets appropriate timelines and follows projects and tasks through to completion. Strives for quality.
• Emphasizes and participates in the development of self and others, and applies effective coaching skills to develop staff.
• Understands the importance of his/her role as a representative of Tennant by demonstrating a positive and professional service orientation to internal and external customers.
• Excellent attention to detail and organizational skills.
• Excellent written, verbal and oral communication skills.
• Excellent problem-solving skills, including prioritization of multiple competing responsibilities.

Begin your journey with us. Let's reinvent how the world cleans. 

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, age, military service, pregnancy, sexual orientation, genetic information (including family medical history), marital status, gender identity or expression, parental status, political or any other non-merit based factors protected by state or federal law or local ordinance.