Customer Service Supervisor

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Supervises Customer Service Representatives to ensure timely handling of inquiries and accurate delivery of customer orders for business line.

Helps to ensure that the appropriate infrastructure, policies, and procedures are in place to provide a high level of customer service.

RESPONSIBILITIES

Coordinate placement of customer orders, including order entry, processing, tracking, billing, and follow-up.

Review inventory to ensure on-time deliveries.

Provide leadership to the customer service team, conduct department meetings, and coach CSRs on day-to-day operational issues.

Supervise a group of CSRs who handle inquiries and manage domestic and Import orders.

Ensure all personnel are proficient in the use of the SAP system.

Monitor customer credit information in conjunction with the Accounts Receivables department.

Follow up on customer short pays.

Review and optimize processes and procedures related to customer / sales requirements.

Implement and train personnel on new procedures as needed.

Conduct yearly evaluations of staff and assess training and development needs.

Provide daily support to the Customer Service Team on standard procedures and resolving exceptions.

Work with Sales, Customer Service Manager, and Supply Chain to optimize customer service procedures.

Assist the manager with the compilation of Key Performance Indicators (KPIs).

Interface with Sales, Logistics, Supply Chain, Warehouse, Terminals, and Accounting to ensure timely shipment of product and high-level customer service.

Utilize the latest technology to improve service and departmental efficiencies to reduce expenses and contribute to AO profitability.

Develop Customer Service staff's skills to take advantage of efficiencies brought about through new technology.

Work alongside the sales force to ensure sales and profitability goals are achieved.

Monitor Accounts receivable activities to ensure compliance with the goal of reducing net working capital.

REQUIREMENTS

Educational Requirement : BS degree is preferred.

Experience Range : A minimum of 1-5 years of experience (for candidates with the specified degree) or 10 years of experience in customer service and logistics (for those without the degree).

SAP Sales and Distribution Modules : Understanding of SAP sales and demand chain modules is required (customer service).

Import / Export Knowledge : In-depth knowledge of import / export practices, procedures, and regulations.

Personnel Management Skills : Strong skills in managing personnel effectively.

Organizational Skills : Excellent organizational abilities.

Communication Skills : Exceptional communication skills, both verbal and written.

Computer Literacy : Must be computer literate (Excel reporting)

Knowledge of Corporate Accounting Practices : Working knowledge of corporate accounting practices is preferred.