Customer Service Supervisor

The Opportunity

nanoComposix is a Fortis Life Sciences company specializing in R&D and manufacturing of innovative nanomaterials for research and commercial markets supporting medical devices and pharmaceuticals. We manufacture hundreds of different variants of metal and metal-oxide core/shell nanocomposites for a wide range of applications including clinical diagnostics, medical devices, biosensors, and optical effects. Our mission is to help our clients maximize the benefits of nanotechnology through the use of precisely engineered, highly characterized nanomaterials, and to support bringing nano-enabled products to market.

The Customer Service Supervisor will manage and work alongside a team of Customer Service Specialists who will own the order fulfillment process in support of our sales team and our customers. This will include managing the order entry process, onboarding new customers, coordinating the selection and shipment of product with production and shipping teams, coordinating efforts with sales to generate product quotes for customers, and managing customer information in our order processing system.

The successful candidate is detail-oriented, highly motivated, thorough, team-oriented, engages others, and is willing to develop new processes where they do not exist. nanoComposix is a nimble, market-focused and fast-paced growing environment where you can make an impact on day one. If you are looking for the opportunity to be a part of a dynamic team that values customer care, teamwork and excellence, come join us!

What You Will Do

This position includes all aspects of order transaction and management, as well as a strong operations process focus.

• Supervise two Customer Service Specialists in the day-to-day operations.
• Assist customers by phone and email to place orders for products and services.
• Validate and enter orders in ERP system with appropriate account coding and approvals.
• Work with Operations to monitor shipments from order entry to delivery to ensure timely delivery.
• Resolve customer requests by phone and email including requests for pricing, questions about product availability, shipment schedules, delivery, billing inquiries, returns, and service.
• Assist customer purchasing agents in establishing accounts.
• Manage backorder processing.
• Assist in maintaining data integrity in company systems and in developing departmental standards and practices.
• Provide excellent customer care to customers, vendors, and internal business partners.
• Meet service quality standards of processing times and order accuracy.
• Coach and manage Direct Reports in their performance and professional development.
• Assist CS Director to establish metrics in support of Key Performance Objectives (KPIs).
• Investigate Customer Service Complaints and engage appropriate teams to provide the best resolutions.
• Perform other duties as assigned.

Who You Are & What You Bring

Knowledge, Skills and Abilities:

• Experience managing a small customer service team preferred
• Strong passion for coaching and developing team members
• Excellent telephone and written communication skills
• Strong analytical, problem solving and listening skills
• Strong customer-service and interpersonal skills; enjoys assisting others and following up
• Proficiency in Microsoft Office (Excel, Word, Outlook) and other similar desktop applications
• ERP system experience required
• Salesforce CRM and ticketing systems experience required
• Sales support experience preferred
• Effective organizational and time management skills
• Attention to detail and quality of work
• Self-motivated; resourceful

Minimum education and experience:

• BA/BS preferred
• 3+ years of experience in a customer service role
• 3+ years of experience with ERP systems
• 1-2 years of management experience managing 2-5 people

What We Offer

We are passionate about what we do and are looking for smart, energetic, self-motivated individuals who take pride in their work to join our fun and innovative team in this exciting industry.

Benefits include medical, dental and vision insurance, paid time off, and a retirement plan with company-match. We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. We are an E-Verify Employer in the United States.

All your information will be kept confidential according to EEO guidelines.