Client Support Supervisor

The Client Support Supervisor will provide operational support and guidance to ensure that the relocation team has all of the necessary tools to provide superior customer service and execute according to the standard operating procedures (SOP) outlined. Responsibilities include, but are not limited to, developing and maintaining effective working relationships with corporate client contacts, other Graebel business units, operational and shared services support teams, and Graebel partners/vendors; and serves as a leader for the team. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Hiring, training, mentoring and performance management of service delivery team.   Conducts team meetings, performance reviews, caseload review, and ensures overall development and performance improvement of all team members.
• Resolves problems and service recoveries.  Main point of contact for escalations, and any day-to-day issue resolutions.  Develop and monitor all action plans needed, ensuring that service level requirements are met and operational processes are continually improved.
• Ensure client retention by providing a high level of service and highly effective relationships with the Client.  Adhere to established processes and continuously monitor the health of each assigned Client.
• Manage data integrity and accuracy of all clients reporting. Maintain consistent data entry standards and processes by team members, review data contained in all reports provided to Client
• Support the implementation of all process refinements and Operational Excellence initiatives.  Actively bring new ideas to the leadership for: process improvement, overall increase in associate job satisfaction, and industry innovation.  As well as encourage open and "professionally respectable' communication among the team, the suppliers, Graebel Leadership, and other Graebel business units.
• Performs other related essential duties as assigned or requested.

ANALYTICAL ABILITY / PROBLEM SOLVING 

MODERATELY STRUCTURED. Fairly broad activities using moderately structured procedures with only generally guided supervision. Interpolation of learned things in somewhat varied situations. 

PLANNING

CONSIDERABLE RESPONSIBILITY with regard to GENERAL ASSIGNMENTS in planning time, method, manner, and/or sequence of performance of own work; may also OCCASIONALLY assist in the planning of work assignments performed by others within a limited area of operation. 

DECISION MAKING

Performs work operations which permit FREQUENT opportunity for decision-making of MINOR IMPORTANCE and also FREQUENT opportunity for decision-making of MAJOR IMPORTANCE; the latter of which would affect the work operations of OTHER EMPLOYEES and/or CLIENTELE to a MODERATE DEGREE. 

SUPERVISION RECEIVED

Under direction where a definite objective is set up and the employee PLANS AND ARRANGES OWN WORK, referring only UNUSUAL CASES TO SUPERVISOR. 

COMMUNICATION SKILLS
 

Ability to read a limited number of words and recognize similarities and differences between words and between series of numbers; Ability to write and speak simple sentences as a means for basic communication. Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence. Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; Ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization. Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees. Ability to write reports, business correspondence, and policy/procedure manuals; Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. 

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.

CRITICAL THINKING SKILLS

Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.