Customer Service Supervisor - Electrical​/Gas

Job Summary

Leads and supervises the day‑to‑day operations of the Customer Service in promoting sales, obtaining orders and providing service to our customers. Obtains orders, provides customers timely follow‑up on technical inquiries, participates in the marketing, planning and sale of Border States' products and services, provides input to sales and marketing on customer needs regarding pricing, products, competition and procedures, resolves customer billing problems, and performs appropriate SAP functions to ensure customer service areas run efficiently and accurately.

• Works closely with Border States' sales and marketing staff to meet and exceed sales and gross profit objectives.
• Obtains orders and provides proactive customer service sales functions including, but not limited to, order entry, expediting, pricing, follow‑up and other services, as required.
• Provides customers with timely and accurate follow‑up on technical inquiries or other requests.
• Actively participates in the marketing, planning, and sale of Border States' products and services.
• Participates in and advises management on the implementation of marketing plans and strategies and leads the implementation at the branch level.
• Provides input to sales and marketing personnel on customer needs and concerns regarding pricing, products, competition and procedures.
• Participates in coordinating, analysing, and acting upon information and feedback of customer needs, pricing, products, competition, and procedures.
• Coordinates with the Customer Financial Services staff to resolve customer‑billing problems resulting from errors in pricing, shipping, delivery or other credit areas.
• Provides input to the pricing and purchasing areas on product evaluations, code descriptions, inventory management, pricing development, and other related functions.
• Performs the appropriate SAP functions to assure customer service areas runs as efficiently and accurately as possible.
• Develops standard operating procedures, guidelines, or checklists for customer service area to ensure consistent, accurate and repeatable processes.
• Leads change management in customer service area which may include training, formal communications, or other corporate initiatives.

• Attends sales meetings and training programs, as required.
• Assists with sales meetings and trade shows, as needed.
• May develop quotations and request bid or performance bonds for customers within company profit objectives and guidelines.
• Training new hires, as required.
• Maintains reports as required, this may include: bill blocks, delivered not invoiced material, open work cycles, credit cards without authorisations etc.
• Trains on best practices to improve operations effectiveness.
• Identifies and leads continuous improvement opportunities working with branch, regional or corporate stakeholders.
• Responsible for performing the duties of the Customer Service Representative, as needed.

• Minimum of a two‑year business/trade degree preferred or the equivalent in work experience.
• Prior supervisory experience with a minimum of three years of prior customer service, city desk or sales experience preferred.
• Strong knowledge of electrical products and systems preferred.
• Technical ability to understand electrical systems with a minimum of four‑years of prior electrical distribution experience preferred.
• Ability to read, write and speak in English preferred.
• Prefer strong working knowledge of PC for Windows, Microsoft Office (Excel, Word, and PowerPoint), Internet, Email and SAP software.

• Excellent customer service skills include being competent, accurate, responsive and engaged.
• Excellent interpersonal, written and verbal communication, reading, and customer service skills are preferred with the ability to effectively plan and organise.

Frequency at which you would carry/lift in a typical day:

• Occasionally 0 - 33%
• Frequently 34 - 66%
• Continuously 67 - 100%

• Lift from Waist:
  • < 10 lbs.
    
    - Not at all
  • 10 to 25 lbs.
    
    - Not at all
  • 26 to 50 lbs.
    
    - Not at all
  • 51 to 75 lbs.
    
    - Not at all
  • 75 to 100 lbs.
    
    - Not at all
  • 100+ lbs.
    
    - Not at all
• Lift from Floor:
  • < 10…