Kelly Services Customer Support Supervisor in Norton Shores, Michigan
Customer Support Supervisor
Plans, coordinates and supervises the work of the program
Provides guidance and direction to employees in the resolution of daily problems and issues – interfacing with the customer and Kelly Services Site Manager.
Evaluates and recommends changes in methods and procedures in assigned areas of responsibility.
Estimate personnel needs and assign work to meet completion dates in accordance with schedules with support of the Kelly Services Site Manager
Familiarizes employees with established organization procedures, rules and regulations.
Provide employees with developmental opportunities and continuous training.
Approve hours worked and PTO for all employees in the assigned branch
Responsible for performance reviews and staff HR issues with support of the Kelly Services Site Manager
Interface with on-site customer representatives and management.
Handles HR issues to include interviewing and hiring with support of the Kelly Services Site Manager
Continuously improve customer satisfaction.
24/7 operation with Leads in shifts 2-4 that assist with those shifts and report to the Supervisor and Site Manager.
Will be provided a mobile phone for emergencies outside of first shift.
Phone and email responses to customers
Engage Subject Matter Experts or owners of standard work, review the processes and document as needed improvement to the standard work.
Enters sales orders upon receipt of customer purchase orders, including managing electronic data feed orders via the customer's system. Includes requesting additional information, including end-user, from customers. Also includes following up with P&WC internal departments per standard work to process sales orders.
Processes and tracks repair management orders.
Changes repair management orders to exchange orders as required.
Creates return orders.
Processes closure of daily AOG tracking information in the SAP system.
Follows up on expedited and AOG orders.
Cores must be reviewed on a daily basis to assure proper routing, additional charging applications, and misc. daily requirements
Good organizational skills.
Customer Service background
Must be able to prioritize and make quick decisions.
Ability to work under deadlines in a fast-paced work environment.
High school diploma is required, A BS or BA is strongly preferred.
Computer literacy required in Microsoft Office Products such as Word, Excel and Outlook.
Some experience with SAP is preferred but not required.
Why Kelly ® ?
Services ® , we work with the best. Our clients include 95 of the Fortune
100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to access
the best talent to drive their business forward. If you only make one career connection today, connect
AboutKelly Services ®
As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people
around the world and have a role in connecting thousands more with work through our global network of
talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter .
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,
Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is
committed to employing a diverse workforce. Equal Employment Opportunity
is The Law.