Customer Support Specialist Team Supervisor

At Materion, everyone is included, respected and offered opportunity to grow. Join us!

Under the direction of the Director of Customer Support & Account Management, the Customer Support Specialist Team Supervisor is responsible for leading a team of high performing Customer Support Specialists. The Supervisor oversees and improves the daily functions and processes of the Customer Support Department. The Supervisor ensures the department provides a superior customer experience to our customers. In addition, the Customer Support Specialist Team Supervisor monitors all Customer Service order management functions including, but not limited to; order entry, issues with products, service inquires, returns and, credits. 

You Will Have the Opportunity To:

• Manage the activities and overall performance of the Customer Support Specialists through goals and metrics

• Assure team members are fully trained and continuously engages in professional development through coaching and counseling

• Collaborate with cross-functional departments to align goals and metrics

• Demonstrate a One PM & One Materion approach by identifying and capitalizing on opportunities to capture scale and drive best in class processes

• Interface directly with management and department heads in corporate headquarters and manufacturing site

• Apply subject matter expertise and technical knowledge to resolve complex orders and requests

• Handle customer escalated issues, as necessary. Researches the most complex issues and determines root cause and corrective action. Ensures timely follow up activity with customers, sales and appropriate parties

• Manage associate hiring, retention, coaching, and progressive disciplinary process, as necessary

• Coordinate employee schedules, as well as monitors and approves employee timecards

• Complete all duties of a Customer Support Specialist, including but not limited to communicating with assigned customers, entering orders, providing quotes, and following up on shipments

• Other duties as assigned

REQUIREMENTS:

• Bachelor's Degree in related field; or High School Diploma with 10+ years of related supervisory experience

• Technical system proficiency, SAP experience strongly preferred

• Manufacturing experience required, supervisory experience in metals industry preferred

• Ability to lead individuals and manage Materion processes to ensure that customers receive a quality customer experience

• Ability to handle high profile issues, complex customer situations, and escalated customer calls; maintains composure and positive attitude

• Must be a confident and strong decision maker with ability to balance customer needs versus company objectives

• Strong critical thinking and problem-solving skills

• Excellent communication skills, both verbal and written

• Strong leadership, coaching and mentoring skills

• Skilled in buildings teams in a positive working environment

• Ability to drive results and manage multiple priorities in a fast-paced and complex environment

• Must have the ability to work collaboratively with cross functional departments

#LI-AS1

Materion Corporation and its subsidiaries (the “Company”) is an equal employment opportunity employer. It is the Company’s policy to not unlawfully discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also the Company’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please inform the Company’s personnel representative if you need assistance completing any forms or to otherwise participate in the application process.

Materion’s Veteran Employee Resource group supports veterans and promotes the benefits of hiring veterans in the workplace. We honor all those who have served and are a military friendly company. Veterans are encouraged to apply and military experience and skills are transferrable to Materion careers.

Please provide complete information. An incomplete application may affect your consideration for employment.