Lead a Team That Safeguards What Matters
At Viking, our fire protection products deliver peace of mind across the globe. We’ve spent over a century doing things the right way—with innovation, integrity, and a relentless commitment to safety. Your leadership in our Client Support Center helps bring that mission to life.
Why this role matters
- Every accurate order, resolved claim, and clear communication supports life safety and property protection.
- Your guidance ensures CSRs have the tools, training, and confidence to deliver exceptional experiences.
- Process improvements you champion directly impact service quality and profitability.
What you’ll lead
- Team leadership: Supervise CSRs; set expectations using our training curriculum; coach, recognize, and hold accountable.
- People operations: Hire, make wage recommendations, conduct performance reviews and improvements, manage discipline and dismissals as needed.
- Service oversight: Be the escalation point for customer and interdepartmental issues; maintain a professional, service-driven culture.
- Operational control: Schedule workloads; track time and accruals; set overtime; approve vacations and leaves to meet demand.
- Order lifecycle: Drive resolution on open orders, quotes, returns, claims, and pricing discrepancies.
- Credit approvals: Approve credits to SupplyNet branches except for simple returns and those personally handled by the branch or operations manager.
- Contract pricing: Set up and sustain accurate pricing agreements for customers.
- Reporting: Gather and deliver service performance data to branch and regional operations management and others.
- Cross-functional collaboration: Communicate with customers, suppliers, and internal teams to remove roadblocks.
- Other duties as assigned to support the branch’s objectives.
What you bring
- Bachelor’s degree preferred.
- At least 5 years as a Customer Service Representative.
- At least 2 years in a supervisory/people-leadership capacity.
- Strong working knowledge of internet-based tools, MS Windows, JD Edwards (JDE), and approval workflows.
- Excellent project management ability.
- Clear, professional communication—written and verbal.
Benefits and support
Medical, Dental, Flexible Spending Accounts, Vacation, Holidays, Life Insurance, 401k, Tuition Reimbursement, Fitness Center Reimbursement, Boot Reimbursement
You’ll excel if you’re proficient in
- Customer Service
- Bachelor's Degree
- Equipment/Parts Counter Sales
- Business-to-Business (B2B)
Ready to help us protect people and property while growing your leadership career? Join Viking.