Customer Service Supervisor
SUMMARY :
Under limited supervision, the Customer Service Supervisor oversees the daily planning and tasks of the Customer Service Representatives.
This role allocates work and provides feedback to the Customer Service Representatives.
JOB DUTIES
- Monitors and evaluates performance metrics.
- Observes, ask questions, and coaches employees to detect variations and improve quality and productivity measures. Put corrective actions in place.
- Identifies training needs and conducts training on operating procedures and other work guidelines.
- Maintains a high level of communication with internal departments (e.g., Purchasing, Accounts Receivable) and coordinate with Outside Sales, Operations, and division leadership to achieve division goals.
- Create and / or improve department processes in conjunction with other areas. Facilitate change. Utilize lean tools and methodology.
- Provide assistance and guidance to Customer Service Representatives and Account Representatives.
- Facilitate communications on inquiries and orders; expedite orders / quotes; update customers as needed.
- Coordinates approval on pricing levels that deviate from system pricing and RMA / CM requests.
- Ensures Customer Service Representatives follows ISO / quality guidelines and manages daily reporting.
- Provides buy / sell guidance on non-stock inquiries.
- Performs the duties of a Customer Service Representative at times for customer responsiveness.
- Performs other duties as assigned.
EDUCATION & EXPERIENCE
Typically requires a bachelor's degree and three (3) to five (5) years of related experience.
KNOWLEDGE, SKILLS, ABILITIES
- Leadership, communication, relationship and people management skills required
- Analytical and mathematic skills required
- Financial acumen required
- Reliability, organization and attention to detail required
- Customer relations skills including but not limited to skillful listening, presentation, strong critical thinking and problem solving
PHYSICAL DEMANDS : Occasionally required to lift and or move up to 25lbs
LICENSES & CERTIFICATIONS : None required.
SUPERVISORY RESPONSIBILITY : 5-10 Direct Reports
BUDGET RESPONSIBILITY : No
COMPANY INFORMATION : Motion Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick, and holiday pay.
DISCLAIMER : This job description illustrates the general nature and level of work performed by employees within this job classification.
It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and skills required.
Management retains the right to add or modify duties at any time.
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