Customer Service Supervisor

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Headquartered in St. Augustine, FL, with offices and manufacturing facilities all around the globe, Amphenol CIT is one of the world’s leading designers and manufacturers of high-performance wire, cable, and medical devices. We provide complete interconnect solutions to industries like Aerospace, Military & Defense Electronics, Space, Medical, Test & Measurement, and Industrial.

Our talented team of employees worldwide helps bring movies to your seat on airplanes, deliver mission-critical information from drones to the command office, transfer heart rhythm to paper, route communications from space, connect power to downhill oil drills, and get planes back in the air faster. At Amphenol CIT, we make the amazing possible. Take the next step to become an integral part of our team by applying today and kickstart your journey with us.

Summary

The Inside Sales Supervisor leads and develops its team of Customer Service Representatives to ensure Amphenol-CIT (STA) provides its internal and external customers with best-in-class service levels. Additionally, the Inside Sales Supervisor works with the team to maintain and grow revenue with key accounts in conjunction with corporate strategy, acts as a liaison between the customer and operations to ensure that Amphenol-CIT (STA) meets the expected level of service and quality objectives of the customer, leads customer meetings, participates in forecasting activities, and performs high level program management

Essential Job Functions

• Supervises customer service office responsible for support functions including order entry, customer reports and updated, RMA processing, credit and debit management, and overall responsiveness to internal and external customer inquiries
• Translates customer and employee inquiries into Amphenol-CIT (STA) actions applying strategic logic and problem solving
• Establishes professional and responsive relationships with customers as needed to ensure total customer satisfaction while meeting all business profitability objectives
• Participates in customer meetings as needed
• Oversight of ad hoc customer requirements impacting standardized customer service functions, ensuring customer’s expectations are met
• Acts as a liaison between customer and internal cross functions to ensure all customer expectations are communicated, understood and met throughout the organization in a timely manner
• Leads with a flexible and responsive business model
• Able and willing to quickly identify issues and drive them to resolutions
• Develops, measures, and posts department sales metrics. Ensure countermeasures are in place and effective to improve red metrics
• Assists account managers in setting sales objectives and forecasts and strive to meet them
• Maintains up-to-date knowledge of the industry and accounts
• Employee development including hiring decisions, timecards, performance reviews, scorecards, development plans, and mentorship
• Manages factory projects in support of continuous improvement
• Project support of Sales Directors as needed
• Collaborates and aligns business processes with Inside Sales Managers from all factories
• Performs high level program management with Amphenol-CIT’s top strategic programs
• Partners with the Inside Sales Supervisor (Sales) on a cohesive approach to the management of staff, customers, processes, and cross-functional relationships
• Coordinates new employee onboarding in conjunction with designated Training Skills Assessments and established department training documents
• Manages daily sales and metric reporting and monthly delivery of NIKE sales report to ISM and Sales Directors (Tableau)
• May occasionally require flexible work hours when needed
• Regular and predictable on-site attendance
• Other duties as required in support of the department and the company*

Supervises team of direct reports consisting of Customer Service Representatives

Qualifications

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable…