JOB OVERVIEW

The Customer Service Supervisor (CSM) leads our team of customer service representatives and is responsible for overseeing daily operations of the department, managing and resolving complex customer-related issues and implementing processes that improve efficiency and customer satisfaction. The CSM ensures that the customer service team provides exceptional support and builds strong relationships with our clients, including manufacturers, retailers and distributors. The CSM must have a deep understanding of customer service best practices, be a natural problem-solver, detail-oriented and have leadership skills to effectively manage the customer service team in a fast-paced environment.

QUALIFICATIONS

• Proven experience and leadership skills in a customer service, sales or supply chain role within the specialty chemicals/ingredients industry.
• Strong communication, interpersonal, and math skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency in ERP software and order management systems.
• Strong working knowledge of International Commercial Terms and other freight/logistics terminology
• Proficient with multitasking and working across multiple departments in multiple locations.
• A passion for delivering high-quality customer experience.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS:

· Prolonged periods of sitting at a desk and working on a computer.
· Must be able and willing to perform other duties or tasks as needed.

• Lead and mentor a team of customer service representatives, setting clear performance goals and providing regular feedback.
• Manage daily customer service operations, including order processing, inquiries, and issue resolution.
• Handle escalated customer complaints and complex problems with a focus on quick and effective solutions.
• Collaborate with other departments, including sales, operations, logistics, and quality control to ensure a seamless customer experience.
• Take ownership of customers’ issues and follow problems through to resolution.
• Create effective customer service procedures, policies, protocols, and standards.
• Develop and maintain customer satisfaction goals and coordinate with the team to make sure those goals are being met.
• Track key performance metrics and report on team performance to senior management.