Note: The job is a remote job and is open to candidates in USA. McLane Company, Inc. is a distribution industry leader serving restaurant, retail, and e-commerce clients through a nationwide network. The Customer Technology Support Supervisor leads escalated support for ordering and fulfillment technologies, supervises team responsibilities, manages customer cases and escalations, and ensures structured troubleshooting, documentation, and timely service.
Responsibilities
- Serve as primary contact for escalated customer technology support via phone and email
- Provide escalated support for SourceLink order placement assistance and common issues
- Provide escalated support for Smart Handheld (SHH) applications using approved troubleshooting documentation
- Ensure proper procedures followed by team for customer password reset and access-related requests in accordance with approved security procedures
- Communicate and delegate customer-facing ordering system changes, enhancements, outages, and known issues
- Timely updates, managing customer interactions and cases; ensuring accurate categorization and clear, complete documentation of resolution
- Follow up on escalated issues outside Tier 1 scope following defined Tier 2 and Tier 3 processes
- Support new customer-facing technologies as introduced following approved training and documentation
- Support call and email volume for Customer Care aligned activities during peak demand or special initiatives
- Participate in training, shadowing, and knowledge‑sharing activities to expand system proficiency
- Create weekly report-out for team’s key performance indicators including telephony business processes for SourceLink, and Smart Handheld, email traffic, interaction/case creation, and resolution parameters
- Perform other duties as assigned
Skills
- High school diploma or GED
- Two or more years of experience in customer-facing technical support role
- Four or more years of senior level customer service representative or team leader experience
- Experience in leadership, customer service, and technical support environments
- Strong verbal and written communication skills
- Ability to troubleshoot and document Tier 1 technical issues using structured workflows
- Comfort navigating multiple systems while supporting live customer interactions
- Be flexible to accommodate changes in workload, team oriented, and open to change with a positive outlook
- This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards
- Prefer Bachelor's degree in any area of study
Benefits
- This role is also eligible to participate in the annual incentive plan with a target incentive of 10% of your base annual salary.
- Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
- Paid time off begins day one.
- 401(k) Profit Sharing Plan after 90 days.
- Pet insurance
- Maternity/paternity leave
- Employee assistance programs
- Discount programs
- Tuition reimbursement program
Company Overview
Company H1B Sponsorship