Customer Service Supervisor APACHE

Management CEDAR RAPIDS, Iowa


Position at Motion Industries

Apache, division of Motion Industries' salespeople provide the highest levels of technical support in the industry. Our Customer Service Representatives (Inside Sales) Supervisors provide positive leadership and professional sales and process support to strengthen an industrial inside sales team and achieve department goals. The supervisor will guide reports to and personally develop sustainable customer relationships by providing timely and accurate information, consultative product and application education, and exceptional customer service and will coordinate with internal departments to advance division objectives. Apache, division of Motion Industries offers an excellent benefits package that includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick and holiday pay.
Essential Duties and Responsibilities
  • Cultivate a positive, progressive team environment for customer service and sales excellence.
  • Monitor/evaluate performance metrics and spend time with employees to observe, ask questions, and coach to detect variations and improve quality and productivity measures.  Put corrective actions in place
  • Ensure systems are used proficiently and data is complete.
  • Identify training needs and conduct and/or delegate training on operating procedures and other work guidelines.
  • Identify and address critical issues within the area of responsibility.
  • Report progress and discuss needs (e.g., equipment, labor) and issues with management as needed.
  • Create and/or improve department processes in conjunction with other areas.  Facilitate change. Utilize lean tools and methodology.
  • Provide assistance/guidance to Inside Sales and Outside Sales with quoting products and applications including challenging product applications and potential RMA situations.
  • Facilitate communications on inquiries and orders and expedite orders/quotes and update customers as needed.
  • Perform the duties of an Inside Sales Representative at times for customer responsiveness.
  • Coordinate approval from Outside Sales and Sales Management on pricing levels that deviate from system pricing and RMA/CM requests.
  • Work with Customer Service Manager and fellow Inside Sales Supervisors to even workload between and within Inside Sales departments.
  • Manage Finesse Agent Manager tool for high coverage.
  • Assist with inbound email management to meet customers' response time requirements.
  • Ensure Inside Sales follows ISO/quality guidelines and manages daily reporting.
  • Maintain a high level of communication with internal departments (e.g., Purchasing, Accounts Receivable) and coordinate with Outside Sales, Operations, and division leadership to achieve division goals.
  • Provide buy/sell guidance on non-stock inquiries.
  • Attend work regularly and predictably and uphold Company values in all work aspects.
Supervisory Responsibilities
This positon directly supervises and maintains positive employee relations for department employees in accordance with the Company's policies and applicable laws.  Actively involved in candidate interviews and employee selection; team alignment to achieve goals with feedback on results; work planning, assignment and/or direction; coaching for expected behavior and performance; training/ensuring effective training; growth/professional development opportunities; policy/procedure communication, guided interpretation and adherence; first round issue/conflict/complaint investigation and resolution/action; performance management including rewarding, coaching, and disciplining employees and assessment/appraisals; skill assessment and cross training plans; timekeeping review/approval, leave scheduling and attendance monitoring; appropriate documentation; and compensation change, promotion, termination, and employee policy recommendations. This position also serves as back-up to fellow Inside Sales Supervisors during absences.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Successful candidates will possess an Associate's degree and at least 5 years of leadership and successful sales experience to utilize mechanical and mathematical knowledge to understand customers' technical product needs and applications.  Possession of a Bachelor's degree and experience in utilizing Lean tools and principles is preferred.

Skills and Abilities
This position requires excellent verbal and written communication and customer relations skills including skillful listening, fact discovery, presentation, and negation; strong critical thinking and problem solving, project management, professional sales, and proactive change management skills; demonstrated strengths in continuous learning application, adaptability, quality commitment, and positive and collaborative interactions with customers and coworkers; ability to develop and lead successful teams; proven ability to juggle multiple projects simultaneously and meet deadlines; discipline to be organized, remain focused, and follow through with corrective action results; and proficient technology utilization to operate all Customer Service systems and software effectively and to seek improvements.
Working Environment
This job operates in a professional office environment with frequent interruptions requiring focus and the ability to return to tasks. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners and filing cabinets.  Required to work on a computer for 7+ hours per day and tenacity to "keep at it" until the daily work load is completed.  From time to time, there may be slightly disagreeable features but not to a disturbing degree as in a typical office location with periodic time spent in the plant/production area. Periodic overnight travel will be required.
Physical Demands
Majority of responsibilities performed at the workstation require ability to talk, hear, sit, use his/her hands with coordination and precision, and see details at close range. Occasional standing, walking and reaching with hands and arms to perform filing, deliver documents to and conduct business in other departments. Required to bend and stoop occasionally while using files.  Occasionally required to lift and or move up to 25 lbs.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.