Customer Support Supervisor

Customer Support Supervisor

U Market Services (UMS)
Auxiliary Services

Description of Position

The Customer Support Supervisor leads a team of specialists that serve as the first point of contact for U Market Services (UMS), Printing Services (PRT), and Addressing & Mailing Services (A&M) at the University of Minnesota. The ideal candidate will have a passion for managing people, maintaining high standards of customer satisfaction, and driving operational excellence. This is an in-person role located on the Twin Cities campus and reports to the Supply Chain Manager. The team assists customers with inquiries, requests, and troubleshooting related to procurement, supply chain, and logistics at the University.

As a valuable member of the department, this role will foster relationships with the University community and our suppliers, as well as the various teams within the department. They will serve as an advocate and liaison between our customers and the operational business units by analyzing and directing work of their team, acting as the first point of escalation for customer issues, and participating in change management efforts within the department. They will develop and manage existing standard operating procedures to ensure the team is in alignment with departmental goals and initiatives. This position interviews, recommends for hire, and evaluates employees on a periodic basis.

Responsibilities

Responsibilities for this appointment include the following:

35% Customer Support: This position is responsible for leading the daily operations of the Customer Support team:
* Provide exceptional support to the University community including customers, vendors and other University partners. Respond to inquiries and requests for UMS, PRT, and A&M
* Schedule and evaluate the duties of Customer Support team members. Reassign tasks as needed to maintain a balanced and efficient workflow between customer inquiries and other support activities. Team members are represented by bargaining unit
* Foster a respectful, inclusive, and professional environment for all employees. Ensure fair treatment in a diverse and engaged workplace
* Serve as the first point of escalation for customer issues and provide resolutions in a timely manner. Troubleshoot customer complaints. Escalate issues to the Supply Chain Manager or other appropriate team members
* Plan and coordinate customer support skills enhancement programs for the team. Continue developing deeper knowledge of internal processes and procedures

35% Operational Support: This position will serve as the liaison between the Customer Support team and other areas of the department:
* Analyze trends in customer inquiries, requests, and support tickets to better understand the needs of the customer. Develop strategies to improve customer satisfaction and retention. Provide insight and feedback to appropriate supervisors when available. Monitor response times to customer requests to ensure service levels are maintained
* Monitor open sales orders to identify backorders or potential delays, proactively communicating options to customers when necessary. Work with UMS Purchasing and Operations teams on strategies to ensure orders are fulfilled on time
* Develop and maintain standard operating procedures for work assigned in their area. Work with operational units to ensure best practices are aligned
* Support departmental change management initiatives by adopting new processes, encouraging team members to embrace changes, and proactively identifying challenges with thoughtful solutions. Utilize Six Sigma strategies
* Work collectively with internal teams to ensure the best customer experience is provided. Participate in essential meetings, conferences or other interactive activities with customer contacts

10% Vendor Relationships: This position will work with vendors on behalf of our customers:
* Maintain strong relationships with our vendors in order to provide excellent customer support to the University
* Assist team members when working with vendors on moderately complex issues
* Attend annual business review meetings

10% Reporting: This position will gather data on work conducted by Customer Support team:
* Develop and review customer support metrics (ie response times, resolution rates, customer feedback surveys.)
* Review sales order metrics with purchasing team to ensure orders are fulfilled on time

10% Process Improvement: This supervisor will utilize Six Sigma methodology to assist in process improvement initiatives throughout the departments as needed

Essential Functions of the Position

Provide exceptional customer support to the University community. Respond to requests and inquiries within established guidelines and escalate issues when appropriate.

Provide leadership to employees with a goal of optimizing productivity, while responding quickly and decisively to customer inquiries, reflecting the highest level of dedication to service and integrity. Works well with all customers, employees, management, and faculty in every area of responsibility. Ensures that all services are delivered in a timely, accurate, and friendly manner. Fosters a respectful work environment for all involved.

Works collaboratively UMS Purchasing and Operations teams to ensure sales orders are being fulfilled on time. Uses data to identify backorders and potential delays in order fulfillment. Proactively communicates delays with customers and works to find alternative solutions when needed.

Works with University procurement and supply chain systems including PeopleSoft, U Market, Oracle NetSuite, and SCLogic. Understands purchasing policy and processes.

Work Environment

Work is primarily performed in an office setting. Occasional work at the warehouse or on campus may be required.

Classification #: 7422OS
Salary Range: $60,000 - $65,000
Probationary Period: 6-months

Minimum Qualifications
BA/BS plus at least two years of customer support experience or a combination of related education and customer support experience equal to six years. Experience working with employees represented by bargaining units. Documented experience working as part of a team in high volume, fast paced environment.

Preferred Qualifications
* Ability to identify departmental priorities and make decisions to ensure work efforts and resources are employed appropriately
* Ability to establish effective working relationships with a diverse customer base and work force
* Personal characteristics that distinguish the incumbent as being an effective leader: team builder, customer-driven, decisive, results-oriented, and committed to improvement
* Excellent communications skills with proven written, verbal, and interpersonal skills. Experience with conflict resolution
* Knowledge of University procurement policies and practice; knowledge of inventory and warehouse management systems
* Well developed computer proficiency including proven experience with systems such as PeopleSoft, U Market, Oracle NetSuite, SCLogic, and TRIRIGA

Pay Range: $60,000-$65,000/yr; depending on education/qualifications/experience

Time Appointment: 75%-100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).