CUSTOMER SERVICE SUPERVISOR

POSITION SUMMARY:

This position has the responsibility to drive world class customer support in the areas of inbound and outbound customer orders, email support, phone, and other customer support related tasks. Additional responsibilities include implementation and communication of new solutions, ongoing operational and administrative efficiency and effectiveness of a high paced service department; recommend solutions and improvements to tools and processes.

Will be responsible for:

1. Supervising the CS staff to ensure daily responsibilities are handled in a timely, professional and productive manner.
2. Specific responsibilities will include monitoring employee performance and quality of customer support, as well as handling incoming inquiries from customers and internal sources.
3. Key functions include identifying and implementing opportunities for process improvements, in addition to making recommendations on staffing, equipment and service needs to help decrease costs.
4. Serve as a resource for Customer Service staff with day-to-day operations, questions and training, in addition to preparing reports and handling other projects/tasks as requested/required.
5. Research and resolve escalated customer inquiries and interact directly with customers and Sales as necessary.
6. Perform related tasks as requested

SKILLS REQUIRED:

• Working knowledge of SAP SD module
• Must have at least 3 years of Customer Service experience
• Minimum 2 years supervisory experience preferred
• Knowledgeable in logistics and supply chain
• Must have to ability to evaluate inventory, production, and transportation issues to coordinate customers’ orders.
• Analysis & decision-making skills, including analyzing information, making sound decisions, and thinking strategically
• Excellent verbal and written communication skills – effectively and consistently communicate plans to cross-functional team members.
• Efficient, detail oriented, able to follow through with any given task, and able to work in a fast-paced environment.
• Ability to effectively supervise, train and work with all levels of staff, to ensure that goals/deadlines are met.
• Ability to motivate, evaluate, assist, train, and be an effective team player.
• Maintain a professional presence
• Self-motivated and able to work without supervision      
• Ability to lead and promote effective partnerships with both internal and external customers       
• Must be willing to travel

EDUCATIONAL REQUIREMENTS:

Associate’s Degree preferred or equivalent work experience

EOE, including disability/vets