Customer Success Supervisor

Busch Vacuum Solutions, a global leader in the manufacturing of vacuum pumps, compressors, and blowers for critical industries such as semiconductor manufacturing, food processing, metallurgy, biomedical, and material handling, is seeking a dynamic and experienced Customer Success Supervisor to join our dedicated team.

In this vital role, you will oversee the day-to-day operations of our Customer Success team, ensuring exceptional customer satisfaction before, during, and after-sales. You will manage workflows, supervise the team, and act as the primary contact for escalations. If you are passionate about leading a team, enhancing customer relationships, and contributing to the success of a global industry leader, apply NOW to discover why Busch is an amazing place to work!

Job Responsibilities

• Supervision & Leadership: Plan, direct, supervise, and evaluate workflow to achieve the volume and quality expected to meet operational requirements, including hiring decisions, performance management, and salary recommendations.
• Customer Interaction: Oversee the accurate and timely processing of sales orders via phone, email, customer portal, or fax, ensuring compliance with corporate guidelines. Serve as the primary contact for sales order escalations.
• Operational Management: Ensure appropriate departmental coverage for all shifts and locations, evaluate and approve PTO requests, and maintain operational standards.
• Training & Development: Provide operational training to entry-level employees, monitor order processing, and coach staff on handling more complex customer interactions. Prepare and deliver annual performance evaluations.
• Problem Resolution: Resolve issues related to production, shipping, scheduling, and invoicing, and support Customer Success Specialists in resolving similar challenges. Keep management informed of any recurring problems.
• Communication & Professionalism: Communicate effectively with both internal and external customers, demonstrating professionalism in all interactions.
• Process Improvement: Identify and recommend operational improvements, oversee key functions like linking customer part numbers, approving order cancellations, and managing credit returns.
• Performance Monitoring: Monitor staff performance, ensuring that accuracy and customer service standards are met consistently.

Required Experience

• Education: Bachelor’s degree preferred.
• Experience: Typically requires 3-5 years of experience in an administrative capacity, with in-depth knowledge of customer support functions and a demonstrated ability to work under time pressure. Experience in a service-related industry is preferred.
• Skills: Proficiency in Microsoft Office, excellent verbal and written communication skills, strong organizational abilities, and experience with ERP systems.
• Supervisory Skills: Proven ability to lead a team, with experience in active listening, coaching, mentoring, and performance evaluation.

Personal Qualifications

• Self-motivated, detail-oriented, customer-focused, and able to multitask effectively in a high-volume, fast-paced environment.

Job Requirements

• Ability and willingness to pass a 10-panel drug screen, 7-year criminal history check.
  • Most felonies are a disqualifier, misdemeanors are considered on a case-by-case basis
• Must be willing and able to utilize all required PPE

Physical Requirements

• All applicants must be able to hear and see audible and visual alarms and must be able to wear all required PPE, such as safety shoes, electrical hazards, safety glasses, and hearing protection.

Benefits & Opportunities

Busch Vacuum Solutions offers an attractive benefits package, which includes medical, dental, vision, EAP, tuition reimbursement, Legal Plan, 401K, PTO, and more! 

There are opportunities for growth and advancement via on-the-job training, paid training/certifications, and tuition reimbursement. Busch values promoting from within!

Work Environment

• Climate-controlled warehouse/office environment, moderate noise levels.
• Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. To accomplish this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

Why work for Busch Vacuum Solutions?

As diverse and boundless as the world of vacuum is, so are the jobs and tasks at Busch.  We welcome all talents, regardless of education, age, gender, or nationality; worldwide.