Manager, Customer Support

at  CoolIT Systems

BASIC QUALIFICATIONS:

• 5+ years of experience in a customer support or customer service leadership role.
• 2+ years of experience working in a manufacturing or advanced technology business.
• Bachelor’s degree in Business Administration, Engineering, Computer Science, or related field.
• Proven track record of success in a leadership role within a services or operations organization.
• Customer-centric mindset, with a passion for delivering exceptional service and value to clients.
• Experience working in a fast-paced, dynamic environment.

PREFERRED QUALIFICATIONS:

• Preference for strong technical background, with experience in data center infrastructure, cooling systems, or related fields.
• Experience using CRM and ERP systems such as Oracle Netsuite (preferred), Ariba, ServiceNow, or Zendesk. Advanced degree preferred.

SKILLS:

• Strategic thinker with a demonstrated ability to develop and execute on complex business plans and initiatives.
• Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams across all levels of the organization.
• Strong, organizational and analytical skills; ability to work effectively under time constraints and deliver results by critical deadlines.
• Proficiency with MS Office tools such as Word, Excel, Powerpoint and Outlook.
• Ability to adapt quickly to changing priorities and requirements. Ability to travel up to 20% of the time (International Travel).

ROLE:

We are seeking a highly skilled and dynamic individual to join our team as the Manager, Customer Support. This new leadership role will oversee CoolIT’s after-sales support organization, which encompasses seamless customer order processing, deliveries coordination, manufacturing prioritization, return merchandise authorizations, and general after-sales support and reporting. The Manager, Customer Support will play a pivotal role in guiding our team of Customer Support Coordinators as they assist and service some of the largest and best-known technology brands in the world.

RESPONSIBILITIES:

• Implement processes and procedures to ensure the efficient and effective execution of after-sales support activities, aligned with the company’s overall strategic objectives.
• Answer customer questions, resolve problems, and maintain customer satisfaction by providing problem-solving resources.
• Build strong relationships with clients, understanding their unique requirements and challenges.
• Develop comprehensive strategies and plans to drive the successful execution of daily customer activities, ranging from customer order entry, to manufacturing schedule coordination, to return material authorizations.
• Lead by example, inspiring and motivating team members to deliver excellence in every aspect of their work.
• Interview, mentor, assess, and develop a high-performing team of customer support professionals.
• Foster a culture of collaboration, innovation, and continuous learning, empowering team members to reach their full potential.
• Collaborate closely with business development teams to ensure seamless delivery of services and exceptional customer satisfaction.
• Continuously monitor performance metrics and quality standards, driving continuous improvement initiatives as needed.
• Act as single point of accountability for after-sales customer satisfaction and escalation.