Customer Service Supervisor

Job Summary: The Customer Service Supervisor is responsible for overseeing a Customer Service team. The Supervisor will oversee our Customer Service Representatives in their day to day interaction with customers. Will be responsible for leading investigations of customer complaints and problems, with the guidance of the Director of Customer Service. This position significantly impacts the company's ability to be competitive in the areas of sales, quality, delivery, cost and growth.
Qualifications, Knowledge, Education & Experience: Must be at least 18 years of age to perform this job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Duties & Responsibilities:

• Leads a team of Customer Service Representatives
• Works directly with customers, internal operations and sales teams.
• Responds to customer requests and questions regarding service, product, and account information and resolves customer complaints through analysis and follow-up.
• Develop and implement procedures for obtaining timely and accurate customer feedback.
• Manage the flow of shipping tickets; including copying and sending to the appropriate parties
• Communicates orders with production control and the warehouse to help insure timely and accurate delivery, and follow up on orders shipped if requested by customer or sales force, including back orders
• Corresponds with sales, manufacturing and quality regarding issues with received customer complaints, inquiries, orders and concerns
• Act as back-up to production control clerk and cross training as required, to stay current.
• Participate and encourage participation in the Continuous Significant Improvement Quality Process.
• Maintain professional and technical knowledge by attending educational workshops; bench-marking professional standards; reviewing professional publications; and establishing personal networks
• Monitor all internal systems for accuracy and compliance while insuring the disciplines necessary to achieve Company goals, strategic plans and expectations
• Requires integrity, independent action, originality, evaluation and judgment
• Maintain the highest level of confidentiality regarding sensitive information and/or records
• Other duties as assigned

Education:

• Certificate or Associate’s Degree from college or technical school, or equivalent combination of education or experience.

Experience:

• 5 years Business to Business (B2B) customer service experience or training
• 3 years’ experience leading dynamic customer service teams

Knowledge, Skills, and Abilities:

• Above average ability to navigate through standard computer programs (Excel,Word, Microsoft Office, and Power Point,)
• Ability to grasp the functions, processes, and uses of the products being sold
• Skill in listening, anticipating, and responding to the needs of the department
• Skill in communicating with tact and diplomacy
• Ability to work effectively alone or in a team setting
• Ability to write routine correspondence and reports, and effectively present information and answer questions from managers, customers, sales force, etc.
• Ability to solve practical problems and apply common sense understanding to carry out instructions
• Familiarity with Lean and/or Six Sigma principles; with safety as a top priority
• Attendance/Punctuality - Is consistently at work and on time.
• Quality - Demonstrates accuracy and thoroughness; maintains a clean and organized work environment.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity.
• Safety - Observes all safety procedures and policies; Reports potentially unsafe conditions to supervisor; Uses equipment and materials properly.
• Good attention to detail.
• Able to work accurately from verbal and written instructions.

This description is a general statement of required major duties and responsibilities performed on a regular and continual basis. It does not exclude other duties that may be assigned.
Equal Employment Opportunity / Affirmative Action / Veteran / Disability Employer