Managed Services, Customer Success Supervisor

At Will Scot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.

Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We’re deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about Will Scot and who we are, . Build your future with us!

The Managed Services Supervisor is responsible for overseeing a team of Managed Services/3PV Sales Support & AP Billing Coordinators, ensuring the success of the Managed Services order fulfillment activities across the modular and storage WS business. The Supervisor will maintain excellent service productivity and efficiency standards, respond efficiently to customer inquiries, strive for high customer satisfaction and excel in WS Core Values.

• The job provides a variety of customer service support duties to customers and ensures that timely and accurate information is provided in a professional manner. Coordinates transactions adhering to support customer needs
• Assist with hiring, developing, motivating and retaining staff. Assist with training all new employees and implement relevant new policy and procedures.
• Drives key metrics to ensure deliveries and returns are supported in a safe and efficient manner that meets best in class customer support.
• Drive compliance around the transactional order process to ensure accuracy. Drives system compliance around the process which improves communication around delivery, installation and returns for the customer.
• Ensures Managed services/3PV Sales Support & AP Billing Coordinators are transacting in the most efficient manner in order to reduce cost while providing best in class customer & vendor support.
• Drives a high level of communication between the Transportation Coordinator, Customer Success Specialist and Branch to support on time and in full delivery.
• Provides a high level of value-added service to internal customers.
• Assist with reconciling vendor invoice disputes in a timely fashion.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required

Education and Experience:

• High School Diploma or equivalent
• 2-3 years of supervisory experience.
• Bachelors degree preferred.

Required

Skills and Abilities:

• Able to build and maintain strong collaborative relationship across all levels and departments.
• Experience implementing a centralized customer support function is a plus
• Proven leadership background in a customer call center environment, ability develop, mentor and empower the managed services team while creating a culture of accountability.
• Proficient with MS Office/Excel/Word/Outlook as well as  and SAP
• Capable of pulling and analyzing data to deliver insights on performance and strong ability to produce high-quality PowerPoint presentations for customer interactions and senior management.

Disclaimer:
This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed.

All regular Will Scot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, Company holidays, tuition reimbursement, and 401(k) with match. Most…