Customer Service Supervisor - Industrial Distribution at Exotic Automation & Supply

New Hudson, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Mar, 26

Salary

0.0

Posted On

04 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Contract Management, Problem Resolution, Training, Performance Monitoring, Cross-Functional Coordination, Continuous Improvement, Order Processing, Team Support, Scheduling, Communication, Coaching, Resource Allocation, Employee Development, Workflow Management

Industry

Automation Machinery Manufacturing

Description

General Summary: Supervises the day-to-day operations of an assigned group in the New Hudson Customer Service department. Assists with leading a variety of related activities, including, but not limited to: contract management, directing department workflow, planning/scheduling and performing projects, training, and overseeing the teams' overall performance, development, and well-being while enforcing all policies and procedures. What You Will Do (Essential Job Functions): Team Support & Operations Management Supervises and supports the day-to-day operations of an assigned Customer Service group with a complete understanding all aspects of the business tools, customer base, vendors, and products Assists with processing orders/quotes and providing back-up support to members of the Customer Service team as required Ensures orders and quotes are processed in a timely fashion and procedures are followed Allocates group resources to maintain a balanced workload Manages CSR schedules and timecards including scheduling and approving paid time off Ensures all scheduling requirements are addressed including team meetings, department training or other off-line support projects Customer Service & Problem Resolution Acts as a liaison between customers, sales, service, and accounting to resolve status, order placement, shipment, and billing issues Oversees customer issues to ensure effective short and long-term resolution. Assists with complex and escalated customer service situations, and management of complex projects (Contract Requotes, Transair projects, etc.) Assists CSRs when alternative solutions are necessary to respond to internal or external issues including lead time exceptions, late-delivery notifications, pricing issues, returns and product availability Provides Voice of Customer feedback - identify barriers to success and work across the organization to drive issue resolution Training & Development Contributes to employee satisfaction and development, including aspects of coaching, training, rewards and recognition, performance management, attendance administration Fosters a continuous learning environment and engages with all employees on continuous improvement projects and activities Assists with creating and refining procedures and processes which clearly define the workflow and tasks required to fulfill department objectives and ensure optimum customer service levels and performance Performance Monitoring & Reporting Review ongoing performance results to targets, activity reports to measure productivity and identify areas needing process improvement or retraining Develops / tracks / reports supporting measurables Pursues professional skills and educational development opportunities for self Cross-Functional Coordination Communicates with Sales Staff to ensure awareness of, and alignment with, goals and customer needs Supplemental Job Functions: Contributes to continuous effort at developing, training, auditing, and improving procedures in the department Participates in corporate onboarding and orientation programs Performs other duties as assigned or requested Knowledge, Skills and Abilities Required: Associate’s degree (may substitute seven (7) years of customer service experience) Seven (7) years of customer service experience--industrial sales preferred Previous customer service leadership experience Previous experience working on a business system **Exotic Automation & Supply is a DRUG FREE employer, including Marijuana**

Responsibilities

Supervise the day-to-day operations of the Customer Service department, ensuring effective workflow and performance management. Act as a liaison to resolve customer issues and support the team in processing orders and quotes.