5 days old

Customer Support Supervisor

Douglas Dynamics
Milwaukee, WI 53223
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At Douglas Dynamics, our employees and our culture are just as important to the company as serving our customers. We believe that our employees are the key to our success.

Are you looking to make a change in your career to something with great benefits, stability and multiple avenues for advancement? Why not consider Douglas Dynamics. Douglas Dynamics is North America's premier manufacturer and upfitter of work truck attachments and equipment.

We are seeking a Customer Support Supervisor


Coach and lead the Customer Support Representatives to provide exceptional service to our customers both direct and indirect. Contribute to leadership team to provide unity and support across all three customer support groups. Committed focus on continuous improvement and development of members under direct and indirect leadership. Demonstrated strong skills in processes and data mining. Experience and understanding of order pipeline and logistics required. Ability to work in fast paced work environment with changing goals a must.


  • A fulfilling career with the ability to contribute to an Industry leader
  • A comprehensive suite of benefits
  • Competitive salary commensurate with experience
  • A generous 401k match
  • Profit sharing for all full-time employees


  1. Provide exceptional and proactive problem solving skills and ability to tactfully handle difficult situations that may arise with customers directly or escalated from direct reports. Research and escalate where necessary complaints and other issues to the proper department for investigation.
  2. Work closely with CS Supervisor counterparts to build team continuity and partnership. Share ideas and work effectively together to identify and implement departmental best practices to be utilized across locations. Establish system of continuous review of departmental best practices, participating in identifying, creating, and documenting improvements where available.
  3. Actively identify and implement growth and development opportunities for direct and indirect reports.
  4. Work closely with counterparts to create, maintain, and leverage Manpower model to identify current labor demand and future opportunities.
  5. Manage and utilize Customer Support Dashboard to assist with management and review of group's performance and be able to identify opportunities for improvement.
  6. Work closely with CS Supervisor counterparts to best utilize shared resources across the entire Customer Support group, regardless of location.
  7. Provide strong leadership and coaching by leading, managing, and participating in the call center to meet and exceed customer's expectations. Provide account management and guidance to our customers regarding order management, product knowledge and recommendations, logistics advice and management, pricing, and assisting with correcting Points of Pain felt by our customers. Manage these interactions via phone, email, fax, eCommerce, and EDI.
  8. Create and maintain key customer interactions in CRM.
  9. Manage an effective and cost sensitive logistics plan by working closely with scheduling coordinators, supervisors, and logistics team. Actively participate in Perfect Ship Team to ensure team goals are met or exceeded.
  10. Manage backlog on a daily basis to ensure they are processed in a timely manner and within the perfect shipment parameters where applicable.
  11. Ensure the flow of orders from eCommerce to TCM is successful by daily monitoring of the order flow process and review of direct report's activities. Manage email and fax order brand queues.
  12. Maintain superior points of contact with our Distributor Network by reviewing on an annual basis and maintaining/updating throughout the year multiple points of contact with our Distributors to include but not limited to:
    1. Order Acknowledgements
    2. Invoicing
    3. Advanced Ship Notice
    4. Bulletin Distribution
  13. Correctly and timely categorizing of Imperfect Shipments in the Perfect Ship (OS) Database, conducting required investigations regarding imperfect orders.
  14. Update, create, and manage SOW's for the Customer Support Department.
  15. Manage and participate other activities such as eCommerce, EDI, Online Training, etc.
  16. Maintain required information/fields in TCM that are under the management of Customer Support as defined by the Product Definition and Change Database SOW.
  17. Manage and update appropriate TCM tables to support Preseason programs such as but not limited to Hopper Spreader Discount Lock-in, Tailgate Spreader Discount Lock-in, Hopper Pricing Table population, Tailgate Pricing population, etc.
  18. Maintain update departmental metrics board. Update Strategic Deployment Charts on a weekly/monthly basis and complete countermeasure where required.
  19. Supply a monthly metrics report to the Manager of Customer Support to include but not limited to:
    1. Order Volume
    2. eCommerce Participation
    3. Swap Shop Participation
    4. Drop Ship Volume
  20. Work closely with the Product Managers to successfully update and release pricing to our Dealers.
  21. Gather materials needed to produce (promotional) mailings to distributors. Create and distribute Sales bulletins and other bulletins where applicable.
  1. Assist with the annual sales meetings with distributors and with other training opportunities where applicable. Participate and present in Brand Sales Meetings.


Education: College Degree or five to seven years related experience and / or training; or equivalent combination of education and experience.

Communication Skills: Ability to read, analyze and interpret general business correspondence, technical procedures, and government regulations. Ability to effectively present information and respond to questions from customers and the general public in a professional manner. A strong customer service orientation demonstrated by a supportive attitude. Ability to work well with others in a team environment. Strong leadership skills and proven ability to effectively coach and develop subordinates.

Computer Skills: Proficient in multiple computer software programs including Microsoft Excel, Microsoft Word, Microsoft Access. Ability to learn and master TCM and EMS as well as our other software support products such as quick match, quick quote, swap shop, ecommerce, RMA online, etc. Ability to produce reports such as sales histories, order details, shipping schedules, etc.

Mathematical Skills: Ability to apply basic math skills including calculation of discounts, interest, commissions, and percentages. Ability to credit or debit accounts for parts missing in shipment, wrong items shipped or incorrect billing. Ability to determine charges for services requested. Able to figure credits for co-op advertising, municipal bids, yellow page advertising and various other programs.

Reasoning Ability: Ability to prioritize tasks and projects to make best use of time. Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations

Work Environment: Normal office environment. May visit distributors and attend sales meetings requiring overnight travel. Ability to work in a fast paced work environment.

Our focus on integrity, teamwork, and high performance creates an ideal work environment for every one of our employees.

We offer competitive salaries, benefits, and opportunities for personal and professional growth. Discover our opportunities and come see all the ways you can do more at Douglas Dynamics.

As an Equal Opportunity Employer, Douglas Dynamics, LLC does not discriminate against qualified applicants in hiring based on race, color, sex, age, sexual orientation, gender identity, national origin, disability or any other characteristic protected by law. #Diversity

Posted: 2021-02-19 Expires: 2021-03-23

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Customer Support Supervisor

Douglas Dynamics
Milwaukee, WI 53223

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