Customer Service Supervisor

Summary

• The ideal candidate is responsible for supporting and leading a team of customer service reps who provide our customers with a professional, empathetic, and frictionless experience.
• Essential Functions
• Provide support to the Director of Customer Service; assisting with conflict resolution, promoting root cause analysis and corrective action, and enhancing customer experience through coaching of the customer service team
• Accountability for accurate maintenance of customer master, material master, and pricing profile and cross-reference data management to support accurate order processing.
• Responsible for sales order management through on time order confirmation, proactive notification of delivery delays, monitoring of sales order processing status completion, and maintaining invoicing accuracy and resolution.
• Manage distribution of workload, delegation of resources, and hands on coverage of open territories or absences to ensure seamless support to our customer base.
• Oversee customer service mailbox and customer portals with distribution and management of workload to customer service team, while verifying efficient processing of orders and invoices.
• Address with the Director of Customer Service the resolution of complaints, credit approval process, resolve customer conflicts and handle escalation procedures
• Ability to lead and challenge as needed, with an eye on continuous improvement
• Establish performance benchmarks and hold team to those goals
• Ensure the maintenance of all accounts to ensure supreme customer service at all levels
• Has full ownership of the life cycle of customer orders from inquiries, order processing, order delivery, follow-up and troubleshooting of customer issues
• Collaborates closely with other departments (sales, operations, accounting, etc.) and ensure positive relationships are cascaded down.
• Other duties, as assigned.