Supervisor, Customer Support

This position is required to be on-site.

As the name implies, Waypoint Analytical is the company that you have been trying to find. Waypoint Analytical is a top environmental laboratory in the United States and is arguably the largest agricultural laboratory group. Headquartered in Memphis, TN and with a national footprint of full-service agriculture and environmental laboratories throughout the U.S., Waypoint Analytical (WA) has established its agricultural soil labs as the most reliable and timely provider of agricultural soil test data.

When you join the Waypoint Team you can feel the chemistry. There is a passion that can only be unlocked and shared in a diverse culture of collaborative teamwork, where science and service intersect to make us proud of what we provide.

Waypoint Analytical offers passionate people from all walks-of-life opportunities to be part of something special.  You may have the goal of helping to feed the world, protect our environment, or offer scientifically sound solutions to complex problems. 

Waypoint Analytical is a wholly owned subsidiary of Nutrien, LTD.
 

The Customer Support Supervisor is responsible for overseeing the daily operations of the customer support team to ensure exceptional service delivery to clients. This role involves managing the team to handle customer inquiries, resolving issues efficiently, and maintaining a high level of customer satisfaction. The Supervisor will also work closely with other departments to streamline processes and enhance the overall customer experience.

What you will do:
 

• Supervise and lead the customer support team, providing guidance, training, and performance management.

• Ensure the team is effectively handling customer inquiries, complaints, and issues in a timely and professional manner.

• Develop and implement customer support policies, procedures, and best practices to enhance service delivery.

• Coordinate with other departments, such as Sales, IT, and Laboratory personnel, to resolve customer issues and improve support processes.

• Conduct regular team meetings to discuss performance, share updates, and foster a collaborative team environment.

• Handle escalated customer issues that require supervisory intervention and ensure satisfactory resolution.

• Analyze customer feedback and support data to identify trends and areas for improvement.

• Maintain up-to-date knowledge of products, services, and systems to effectively assist the team and customers.

• Promote a customer-centric culture within the team and across the organization.

• Ensure compliance with company policies, industry regulations, and customer service standards.

• Model our core value of safety by leading and enabling a culture in which you and your team are actively contributing to a safe work environment.

What you will bring:
 

• High School Diploma or equivalent.

• Minimum of 3-5 years of experience in customer support or a related field, with at least 2 years in a supervisory role.

• 3-5 years of laboratory experience preferred.

Waypoint Analytical is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

This job will remain posted until filled. In accordance with Waypoint Analytical policies, you will be required to undergo a background check, and may be required to undergo a substance test.   While we appreciate all applications we receive, only candidates under consideration will be contacted.

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