Customer Service Supervisor

Job Summary Supervise the operation of the customer service department.

Responsibilities

• Provides oversight and direction to a team of Customer Service Representatives (CSRs)
• Works closely with General Manager to set goals for customer service department performance to support the Company strategy
• Supports and leads necessary departmental change to respond flexibly and positively to changing customer requirements
• Continuously evaluates and improves department processes to increase accuracy, reduce labor and improve response times to internal and external customers
• Monitor employee performance and provide constructive feedback and coaching as needed
• Set goals for performance and deadlines in ways that comply with company's plans and vision and communicate them to team members
• Maintain timekeeping and personnel records
• Pass on information from upper management to employees and vice versa
• Prepare and submit employee performance evaluations
• Decide on reward and promotion based on performance
• Address employee issues through coaching, counseling and corrective discipline, if the need arises
• Interfaces with various Managers and others within the organization to resolve issues, correct problems and ensure timely resolution of customer concerns
• Ensures and facilitates close alignment of customer service with plant operations, sales and marketing and customers to understand and communicate requirements around product, process, problems and resolutions, deliveries and changes to all. Advises Marketing Department and outside sales personnel of significant information learned in customer interactions
• Provide process leadership for order entry, EDI, E-Commerce, import export compliance, trade management, price management and compliance activities
• Monitors customer service daily reports and acts accordingly
• Supports and directs Customer Service department with special projects/assignments, i.e. pricing/surcharge implementations, revenue ASATs (self audit)
• Ensures that all work activities are performed in accordance with established safety and environmental standards
• Organize department workflow and ensure that employees understand their duties or delegated tasks, and ensures department workflow is documented clearly and adhered to
• Oversees the hiring and training of new employees
• Ensure adherence to legal and company policies and procedures, particularly IMEX and ASAT requirements
• Maintains full compliance and conducts all activities in accordance with Company policies and procedures.

Qualifications

• Bachelor's Degree from an accredited Institution; preferred to be in Business or Management
• Minimum three (3) years of customer interaction or marketing experience

• Experience supervising a team of Customer Service Representatives, preferred

• Customer Service experience in a Manufacturing or Distribution environment, preferred

• Ability to interface with both internal and external customers in a professional manner
• Must possess very strong communication skills (oral, written, etc.)
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.