Employment Type : Full-Time
Job Summary: This position reports to the Customer Service Manager. This position provides support and supervision to Customer Service Specialists. In addition to the supervisory responsibilities the Customer Service Supervisor will also be assigned a set group of customers and will perform Customer Service Specialist duties on behalf of those customers. Builds and maintains a strong relationship with customer, vendors, suppliers and those they are assigned to supervise. Acts as a champion with customer issues and concerns, is the expert on product, inventory and escalation issues.
Primary Responsibilities of the Job: Other customer critical tasks assigned as needed Supervisory Duties: • Responsible for managing the performance of all employees; including performing MMFs, Performance Evaluations, Scorecard Review, coaching and mentoring employees, recommending and escalating disciplinary issues to CSR Manager. • Responsible for setting individual and team daily performance standards. • Responsible for coordinating with staff members to meet all client expectations in a proactive manner so that all employees are empowered to accomplish their responsibilities with minimal day-to-day instruction. • Coordinate with staff members to ensure that the highest standards of customer service and safety are consistently met. • Acts as the RTT Trainer. Ensure that all processes are documented and proficiency in each task is observed. Schedule and perform training and cross training among staff members to ensure coverage for absences, employee turnover and job enrichment of staff members. Must be proficient in all tasks performed within the CSC. • Communicate with external customers regarding product supply, problems, etc. • Handle research projects as necessary. • Analyzes data and prepares reports to communicate findings and recommendations for process. improvement to Customer Service Manager and Director. • Maintain files in accordance with record retention procedures, updating them on as as-needed basis. • Communicate with Customer Service Manager any problems encountered during work shift or problems with someone under their supervision. • Promotes and maintains a positive rapport with customers and vendors. • Use professional phone etiquette. • Maintain systems as well as connections of new equipment & software. • Assist and provide training and support for new employees at other CSC’s. • Participation in weekly Safety/Operations Meetings. Meetings are to address safety issues, service improvement to clients, updating and review of applicable SOPs and Corrective Action Reports. • Active participation and leadership in bi-weekly CSR Forum meetings. • Coordinates with the Customer Service Manager and appropriate stakeholders to effect continuous improvements in CSR operations via software improvements, process improvements, etc. • All other administrative duties as assigned by CSR Manager. Customer Service Duties: • Performs the following and any other applicable CSR duties in the absence of primary, assigned CSRs. • Performs order entry into the Chem-Star WMSand/or customer system(s) of record. • Serves as a single point of contact for assigned customer interactions and ad hoc troubleshooting that may arise from routine business operations. • Serves as the main contact when a customer has a request that is considered outside of the routine. • Initiatiates and receives telephone and email communication with customers. • Creates necessary ad hoc presentations for customer meetings. • Escalates as appropriate to Customer Service Manager and communicates with customers as needed or requested. • Participates in customer meetings. • Provides assistance with customer audits. • Manages customer purchase orders. • Researches escalated issues and communicates back with customer in a timely manner. • Researches customer complaints and or escalations related to Rinchem’s NCR / CAPA documented problem solving process. • Notifies customer of products placed on hold, expired or rejected status in the Chem-Star WMS. • Acts as liason with customers that are visiting the service center. • Researches customer questions and inquiries and reports findings in an agreed upon, timely manner. • Coordinates with customers to have new products entered into Rinchem’s systems of record. • Manages critical delivery items (same-day / hot-rush) as defined by customer. • Is responsible for the hiring, training, and development of all local CSS personnel • Acts as a back up when there is an absence of any CSS • Trains backup [or 2-in-a-box] to perform all functions for their assigned responsibilities. • Performs other tasks as assigned by Customer Service Manager.