Customer Service Supervisor

Customer Service Supervisor

Non-exempt position

Reports to: Customer Service Manager

Department: Customer Service Department

Basic Function: Oversee and be a part of all Customer Service-related situations to provide support to our customers, sales, management and all internal departments. The Customer Service Supervisor position is responsible for expediting and coordinating flow of work within internal departments and acting as liaison between manufacturing, engineering, and shipping departments.

Primary Job Responsibilities:

• Continually work with customer service to set standards of positive attitude and performance for the department. Serve as an example and motivate the department to follow standards.
• Assist with the processes of interviewing, hiring, training, coaching, disciplining and firing of department personnel.
• Consistently monitor workload and activities of the Customer Service Department. Guide personnel as needed for best use of their time and highest productivity levels. Delegate tasks to Customer Service Leads.
• Provide on-going training as required by Customer Service Representative(s). This will include but not be limited to Customer Service etiquette in addition to product training.
• Handle order changes from the Shop and Customer Service Representative(s) or redirect to appropriate Customer Service Representative(s).
• Coordinate with Shop and/or Engineering to determine capabilities to fill special delivery or special specification requests from customers, sales, Customer Service Representative(s). This will include attending the Production Meeting daily.
• Report to Senior Management and Human Resources when required.
• Handle complaints from both staff and customers as they arise. Involve Customer Service Manager and Director when necessary.
• Perform or delegate backup for Lead General Customer Service Representative, Inbox delegation, and Customer Service Assistant as needed to maintain efficiencies and service standards.
• Meet with team members to present yearly performance reviews. This will include additional input from group leaders.
• Field questions from other departments and provide answers or redirect inquiry or tasks to appropriate individual / lead on the Customer Service Team.
• Schedule and monitor vacation days and other time-off requested by team members. This will include keeping SharePoint CS Calendar current. This will also include keeping record of call-offs and appointments made during business hours.
• Support the needs of the Customer Service Assistant in the preparation and processing of return and adjustments paperwork. This also entails overseeing that paperwork is completed correctly before turning in.
• Complete special projects assigned by Customer Service Manager.
• Maintain files of all documentation, whether it be electronic or hard copy. i.e. SPI's, Internal Price Sheets.
• Have customer service personnel review credit authorization forms and sign off on individual errors.
• Tracking and compiling and reporting OT hours for the whole department.
• Backup for approving CO's and CR's when CS Manager is out.
• Maintain cleanliness and organization of work area.
• Exhibit interpersonal skills sufficient to perform as an active team member.

Job Qualifications:

• Bachelor's degree (B. A.) from four-year college or university.
• Prior Customer Service Supervisor experience required. Three to five years preferred.
• Prior Customer Service experience required. Five years preferred.
• Successful completion of company training program on products and procedures is required.
• Excellent verbal and written communication.
• Training, keying, computer, calculator, organization, accuracy, problem solving.

Physical Requirements:

• Ability to key for 7+ hours a day.
• Ability to sit for 7+ hours a day.

Other Requirements:

• Ability to handle job related stress.
• Ability to learn, understand and explain our technical products.
• Must speak, read, write, and understand the English language.
• Clear speech.
• Excellent hearing.
• Periodic land or air travel for business.
• Must be able to interact with others in a focused, positive, courteous, respectful and professional business-like manner.
• Regular attendance is an essential element of the job. Unplanned absences have the potential to impair the operation of the department and diminish the effectiveness of the Company.

Note: This job description is not intended to be all inclusive. It represents typical duties and criteria necessary to successfully fulfill the responsibilities of the position. Other duties may be required at the discretion of supervision or management.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.