Customer Service Supervisor

Location: North Branch Depot

Summary The ideal candidate is responsible for supporting and leading a team of customer service reps who provide our customers with a professional, empathetic, and frictionless experience.

Essential Functions Provide support to the Director of Customer Service; assisting with conflict resolution, promoting root cause analysis and corrective action, and enhancing customer experience through coaching of the customer service team Accountability for accurate maintenance of customer master, material master, and pricing profile and cross-reference data management to support accurate order processing.

Responsible for sales order management through on time order confirmation, proactive notification of delivery delays, monitoring of sales order processing status completion, and maintaining invoicing accuracy and resolution.

Manage distribution of workload, delegation of resources, and hands on coverage of open territories or absences to ensure seamless support to our customer base.

Oversee customer service mailbox and customer portals with distribution and management of workload to customer service team, while verifying efficient processing of orders and invoices.

Address with the Director of Customer Service the resolution of complaints, credit approval process, resolve customer conflicts and handle escalation procedures

Ability to lead and challenge as needed, with an eye on continuous improvement

Establish performance benchmarks and hold team to those goals

Ensure the maintenance of all accounts to ensure supreme customer service at all levels

Has full ownership of the life cycle of customer orders from inquiries, order processing, order delivery, follow-up and troubleshooting of customer issues

Collaborates closely with other departments (sales, operations, accounting, etc.) and ensure positive relationships are cascaded down.

Other duties, as assigned.

Knowledge,

Skills and Abilities

Required
· Manufacturing experience is highly desirable
· Must be results driven and deadline oriented
· Excellent communication and leadership skills
· Ability to travel occasionally
· Ability to work in a fast paced, ever changing and dynamic environment
· Must have proactive approach and look for process improvement within the department
· Ability to work with all levels, including senior management
· Excellent work ethic and a true team player
· Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)Qualifications
· Bachelor's degree or equivalent experience
· 5+ years’ experience of customer service management overseeing a group of 10 or more
· Working knowledge of SAP required
· Must have proven leadership and management skills with ability to coach and develop
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