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Customer Service Supervisor

Customer Service Supervisor

The Workplace AdvisorsGlendale Heights, IL, US
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Customer Service Supervisor

The company is a successful national chemical manufacturer and distributor. We pride ourselves on supplying only the highest quality products delivered on-time.

The company is seeking a Customer Service Supervisor to support and oversee core functions related to customer service, order processing, forecasting, and logistics. This position supervises Sales Office personnel and interacts regularly with cross-functional teams including sales, management, and finance / accounting.

Key Responsibilities :

  • Manage Sales Office personnel (monitoring, coaching, training, etc.)
  • Ensure excellent customer care service to the customer before, during, and after the sale
  • Act as point of contact for clients and direct inquiries to the proper party
  • Collaborate with GM to remain up-to-date on any customer issue (payment delays, claims, etc.) and on special requests from customers
  • Inform customers and salesforce on order delivery issues or delays in a timely manner
  • Manage claims related to delivery issues and related credit requests to the carrier
  • Ensure correct recording of customer data and commercial information
  • Ensure all customer status checks or reminders are forwarded to the customer as requested

Order Management :

  • Ensure timely management of all sales order processes
  • Check customer solvency together with other involved offices, following up on customers that have a high financial risk or are under financial litigation (e.g., overdue balances, blocked invoices)
  • Ensure organization and management of all documentation needed for order fulfillment
  • Ensure the correct and timely acceptance, control, and execution of orders, ensuring compliance with all relevant procedural schedules and company policies (price, delivery terms and conditions, etc.)

    • Forecasting & Reporting :

  • Support General Manager in defining accurate sales and inventory forecasts / reports
  • Ensure correct management and updating of reports and statistics
  • Manage Sales Office document archives and ensure its proper daily operation

    • Logistics Coordination :

  • Monitor proper stock level management and replenishment organized by the Logistics Office
  • Manage incoming materials, controls, and order fulfillment, ensuring compliance with all applicable procedures and company policies
  • Manage goods document control for any movement of goods from Italy and from warehouses, according to existing procedures
  • Manage and optimize, together with the warehouse responsible, all transportation and deliveries to customers, including returns to Italy
  • Manage periodical physical inventory in a high SKU environment, in coordination with warehouse personnel

    • Requirements :

  • Have 3+ years of experience in customer service, order management, or sales operations, with a background in distribution or high-SKU environments preferred
  • Hold a bachelor's degree or have comparable work experience
  • Proven supervisory or leadership experience in managing or coaching a team
  • Strong order management experience in B2B environments, with a focus on customer service and order fulfillment
  • Familiarity with inventory coordination and logistics processes, including stock levels, transportation, and goods documentation
  • Strong analytical skills with experience in forecasting and reporting
  • Have a strong customer focus and be passionate about assisting customers
  • Have outstanding multi-tasking, problem solving, and decision making skills with the ability to complete difficult assignments independently in a fast paced, deadline driven environment
  • Possess excellent interpersonal and communication skills, with the ability to work with cross-functional teams and external partners
  • Have computer proficiency, preferably in Microsoft Office programs, CRM, and ERP.
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    Customer Service Supervisor • Glendale Heights, IL, US

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