The Customer Service Supervisor supports the needs of the Customer Service & Sales Team by overseeing the daily activities of the Customer Service Organization which provides information and order management details. This is a critical interface role between supply chain and the customer and ensures customer needs are met. Understanding and having a high sense of urgency for customer satisfaction is crucial. This is a diverse position, and is a combination of traditional employee management, customer management, and some product change management. Develop people through coaching and providing performance feedback. Consistently administer policies and procedures. Support continuous improvement by continuously challenging and raising standards to optimize service delivery and satisfaction rankings. Manage team goals to support departmental, business, and corporate goals and objectives. Support continuous improvement by continuously challenging and raising standards to optimize service delivery and satisfaction rankings. Assist with the training and development of Customer Service Representatives. Manages daily interface with customers, including order management, notification of routine price increases, customer complaints and A/R, transportation and supply chain issues. Provides single point of contact for customer across all sites for tactical day-to-day issues. Escalate and provide recommendations to the Customer Service management team. Supervises and supports the Customer Service process with all participants to ensure that all desired elements are accurate and effectively communicated. Recognizes resource changes due to customers changes in expectation, and/or with information provided by the Plant, and ensures the information is provided to Sales and other necessary departments. Ensure all customer reports required for receiving verification, daily production, on-time delivery, ship status, release status etc. are available.
Education Bachelor degree (or higher). Will consider commensurate supervisor or management experience on a year-for-year basis in lieu of the degree.
Experience and Skills 3-5 years related work experience in a corporate customer care environment in a supervisor/manager role. SAP Order Management is a plus Experience with CRM (Customer Relationship Management) and EDI interfaces, specifically JD Edwards. Proficiency in MS Word, Outlook, & Excel. Business writing & computer skills to create documents such as customer profiles and procedures, spreadsheet reports and professional external customer letters, correspondence, & reports. Ability to speak effectively before groups of customers or employees. Analytical skills.