Customer Service Supervisor, Issues Resolution Group (level I/II)

Customer Service Supervisor, Issues Resolution Group

MSA Safety is seeking a highly motivated and experienced Customer Service Supervisor to join our Issues Resolution Group at our corporate headquarters in Cranberry Township, Pennsylvania. In this role, you'll be instrumental in maintaining customer satisfaction and upholding warranty compliance. This role is critical in ensuring our customer service representatives (CSRs) deliver exceptional support while maintaining operational efficiency, data integrity, and compliance with warranty policies. The ideal candidate is a strong communicator, coach, and problem-solver who thrives in a fast-paced environment and is passionate about team development and customer satisfaction.

Managing Resources and Team Performance

• Implement performance analysis methods to monitor customer concerns and satisfaction; identify trends and collaborate on action plans.
• Enforce warranty policy adherence and Customer Quality Notification (CQN) data accuracy.
• Audit output of CSRs. Contribute to customer data system management and associated processes.
• Ensure adequate resource availability through vacation planning, attendance tracking, phone queue staffing, and resource leveling.

Coaching & Team Development

• Conduct regular 1:1 meetings to support employee growth and accountability.
• Monitor calls and emails; provide coaching and address behavioral concerns.
• Foster a positive team culture through motivation, recognition, and support.

Escalation & Issues Management

• Handle escalations related to daily tasks, complex customer complaints, disputes, and warranty concerns.
• Provide technical guidance using product knowledge and documentation.
• Escalate issues appropriately after thorough investigation.

Process Improvement

• Lead projects involving new systems or processes; meet deadlines and ensure accountability.
• Promote and implement improved work structures and processes.
• Present ideas and information to internal and external groups effectively.
• Oversee and standardize CQN and Warranty Claims processes to improve consistency and customer satisfaction.

Qualifications

Special Knowledge, Skills, & Abilities Required:

• Excellent written, presentation, and verbal communication skills, with a focus on customer correspondence.
• Proven ability to coach, develop, and motivate staff.
• Strong organizational skills and proven ability to manage multiple projects and tasks at once.
• Excellent computer skills with a specific emphasis on SAP, Microsoft Word and Excel.

Education & Experience

This position is available at two different career levels based upon individual qualifications, experience, and education:

Level I:

• Required: High school diploma or equivalent.
• Preferred: Bachelor's Degree in Business, technical field, or other relevant field.
• Required: 4 or more years of customer service or related experience.
• Required: 2 or more years of supervisory/coaching employees.

Level II:

• Required: Bachelor's Degree in Business, technical field, or other relevant field.
• Preferred: Additional Master's level coursework in business management.
• Required: 6 or more years of customer service or related experience.
• Required: 4 or more years of supervisory/coaching employees.

MSA is committed to the principles of equal employment opportunity and to providing a workplace that is free from unlawful discrimination. As such, it is MSA's policy not to discriminate against any employee or applicant for employment on the basis of the person's age, color, creed, disability, ethnicity, race, religion, gender, marital status, sex, sexual orientation, gender identity, national origin, citizenship status, veteran's status, genetic information, political affiliation, disabling condition, or any other category protected by applicable federal, state, or local law. MSA also makes reasonable accommodations for individuals with disabilities who are otherwise qualified to perform a job unless such accommodations would impose an undue hardship.