Customer Service Supervisor

Position Summary:

Customer Service Supervisor, experienced position, has direct reports.

1) Leadership/Supervisory duties include but not limited to:

a) Train, instruct, and assist CSR team with challenges of daily tasks.

b) Develop & mentor CSR team in growth and development opportunities through coaching

c) Resolve Customer Escalations from CSR Team and create positive customer relationships while improving Customer Experience

d) Forward-looking planning to enhance and improve internal CS processes

e) Lead CSR team in priority setting, improvements, positive teamwork, accountability and work ethics as aligned with business objectives

f) Supervise daily assignments and tasks of CS team, accounting for completed processes and accuracy with performance metric tracking/reporting.

g) Works closely with Division Dept Managers & Supply Chain Management.

2) CS tasks include but not limited to:

a) Orders: Order Entry, Order Management, Order Scheduling, pricing, Order Status, accuracy, timeliness

b) Communication: Professional phone & email communication with external and internal customers.

c) Escalation: Resolution, Problem solving, de-escalation with high-profile customers

d) Misc: Spec Coordination, Project Management, , timekeeping, employee scheduling, and other tasks as assigned by the Division Customer Service Leadership.

Qualifications:

* Leadership experience motivating, developing and coaching others

* Customer Service Experience with high profile customers

* Candidates must have excellent written and oral communication skills; self motivated behavior and the ability to work in a team environment.

* College Degree

* Computer skills including a working knowledge of Microsoft Office (Word and Excel), working knowledge of the MSS

Additional Comments:

The essential functions have been provided as examples of the type of work performed by employees assigned to this job classification. The Company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an all inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.