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SunSource

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Customer Service Supervisor

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SunSource and its family of companies represent 270+ locations and 4,000+ employees making up one of North America’s leading value-add industrial distribution companies. We provide customers with products and value-added solutions within Fluid Power, Fluid Process, Fluid Conveyance, General Industrial Components, and Industrial Repair. www.sun-source.com

Responsible for handling the daily (routine) management of customer service representatives. Accountable for ensuring that the customer service operation runs smoothly, and for guiding and directing the daily activities of customer service personnel. Works directly with customers when necessary. Facilitates open communication between all departments within branch location – service, warehouse, sales, and engineering.

OBJECTIVES

  • Maximize customer satisfaction by ensuring that the customer service team provides outstanding customer service. Monitor follow-up to major customers and ensure open communication.
  • Maximize contribution margins at the customer accounts serviced.
  • Ensure smooth day-to-day operation of the customer service department.
  • Manage annual departmental expenses within approved budget.

PRINCIPAL RESPONSIBILITIES

  1. Approach--act as team leader for customer service personnel at the assigned location.
  • Effectively align customer service representatives with accounts to be serviced
  • Provide ongoing supervision, training, coaching and overall direction to ensure work is completed accurately and timely
  • Conduct periodic performance reviews with customer service representatives

  1. Knowledge of the Customer--develop knowledge of the customer accounts serviced, specifically:
  • Overall understanding of the buying process and business process for major customers
  • Identification of key contacts at major customers
  • Identification of critical issues at major customers and knowledge/support of plans to ensure customer satisfaction
  1. Internal Know-How--demonstrate broad understanding of SunSource’s customer service functions, processes and tools, and their impact on other SunSource departments. Be able to:
  1. Process orders
  2. Process returns
  3. Navigate Trend system
  4. Interpret pricing structure
  5. Utilize support systems
  6. Interpret and ensure proper execution of policies
  7. Process quotes
  1. Resource Management--demonstrate ability to communicate and coordinate efforts effectively with all SunSource departments to ensure that internal and external customer issues/concerns are resolved in a timely manner.
  2. Technical Competence--demonstrate broad understanding of SunSource technology/service offerings and attain a passing score on the related proficiency test; also demonstrate advanced knowledge of SunSource conversion capabilities.

We are an Equal Employment Opportunity Employer M/F/V/D. WE PARTICIPATE IN E-Verify. If you are an individual with a disability and require an accommodation to complete the application process, please contact [email protected] to request reasonable accommodation. Only requests for accommodations in the application process will be returned. Sun-Source | Privacy Policy
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What this application asks

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Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Other website

  • Are you over the age of 18? choose one · optional
  • Do you currently require this company’s immigration sponsorship for work authorization in order to onboard and work with this company? This includes if you require support for H-1B (including transfer, amendment, extension, and/or annual quota/lottery), H-1B1, O-1, E-3, TN, F-1 STEM, F-1 CPT, or similar. choose one · optional
  • In order to maintain your continued ability to work, will you in the future require this company’s immigration sponsorship for work authorization? This includes if you will in the future require support for H-1B (including transfer, amendment, extension, and/or annual quota/lottery), H-1B1, O-1, E-3, TN, F-1 STEM, F-1 CPT, or similar. choose one · optional
  • What is your desired annual salary or hourly rate of pay?
  • Were you referred by a current employee? choose one · optional
  • If you were referred by a current employee, who referred you? optional
  • Text Messaging OPT IN: Do you OPT IN and provide your express written consent to receive informational TEXT MESSAGES from SunSource or an affiliate company regarding this job opportunity or future job opportunities? Be aware that message frequency will vary and msg & data rates may apply. You may OPT OUT at any time by replying “STOP” or “UNSUBSCRIBE” to any text message received. yes / no · optional
  • APPLICANT STATEMENT: I certify that all information I have provided in order to apply for and secure work with SunSource ("the employer") and it's affiliate companies is true, complete and correct. I understand that the employer does not unlawfully discriminate in employment and no question on this application is used for the purpose of limiting or excusing any applicant from consideration for employment on a basis prohibited by applicable local, provincial, or federal law.If I am hired, I understand that I am free to resign at any time, with or without cause and with or without prior notice, and the employer reserves the same right to terminate my employment at any time, with or without cause and with or without prior notice, except as may be required by law. I understand that any information provided by me that is found to be false, incomplete or misrepresented in any respect, will be sufficient cause to (i) eliminate me from further consideration for employment, or (ii) may result in my immediate discharge from the employer's service, whenever it is discovered. I understand this application does not constitute an agreement or contract for employment for any specified period or definite duration. yes / no · optional

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