Customer Service Supervisor, Issues Resolution Group (Level I / II)

Customer Service Supervisor, Issues Resolution Group

MSA Safety is seeking a highly motivated and experienced Customer Service Supervisor to join our Issues Resolution Group at our corporate headquarters in Cranberry Township, Pennsylvania. In this role, you'll be instrumental in maintaining customer satisfaction and upholding warranty compliance. This role is critical in ensuring our customer service representatives (CSRs) deliver exceptional support while maintaining operational efficiency, data integrity, and compliance with warranty policies. The ideal candidate is a strong communicator, coach, and problem-solver who thrives in a fast-paced environment and is passionate about team development and customer satisfaction.

Managing Resources and Team Performance

• Implement performance analysis methods to monitor customer concerns and satisfaction; identify trends and collaborate on action plans.
• Enforce warranty policy adherence and Customer Quality Notification (CQN) data accuracy.
• Audit output of CSRs. Contribute to customer data system management and associated processes.
• Ensure adequate resource availability through vacation planning, attendance tracking, phone queue staffing, and resource leveling.

Coaching & Team Development

Escalation & Issues Management

Process Improvement

Qualifications

Special Knowledge, Skills, & Abilities Required :

Education & Experience

This position is available at two different career levels based upon individual qualifications, experience, and education :

Level I :

Level II :

MSA is committed to the principles of equal employment opportunity and to providing a workplace that is free from unlawful discrimination. As such, it is MSA's policy not to discriminate against any employee or applicant for employment on the basis of the person's age, color, creed, disability, ethnicity, race, religion, gender, marital status, sex, sexual orientation, gender identity, national origin, citizenship status, veteran's status, genetic information, political affiliation, disabling condition, or any other category protected by applicable federal, state, or local law. MSA also makes reasonable accommodations for individuals with disabilities who are otherwise qualified to perform a job unless such accommodations would impose an undue hardship.