Supervisor, Client Support

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.

Roles & 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.