The Customer Service Supervisor position is responsible for providing quality and efficient service to customers (internal and external) through the daily management of a team of employees to include coaching, training and problem solving. This position is also responsible for determining the best method to resolve problems to ensure customer satisfaction and adherence to organization policies. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of training.
Responsibilities
Manages the Irvine’s Customer Service Representatives
Responsible for hiring, training and the optimal deployment of the team
Shares continual responsibility for how to manage employees ensuring inquires and escalations are handled efficiently and effectively
Leads by example creating a high-quality work environment so team members are motivated to perform at their highest level
Use appropriate judgment in upward communication regarding departmental or employee concerns.
Monitors and ensures achievement of departmental KPIs
Partners with sales team and manufacturer representatives on leads, customer opportunities, and POS and demand analysis
Collaborates with our distributor partners and customers to exceed service expectations and earn preferred supplier status
Manages daily order processing and interaction with customers
Performs customer inventory analysis to drive new stocking orders, replenishment orders, and scrap allowance
Provides price quotes to customers per delegation of authority
Provides customer support for product, pricing and order status
Presents/attends customer webinars, trainings and meetings as required
Works with customers to solve product returns, shipping inquiries and order status questions
Provides continual evaluation of process and procedures, driving continuous improvement and customer centricity
Assists Customer Service Manager with daily operations as required
Subject matter expert on Customer Service systems, policies, and procedures in the order to cash value stream
Determines the best method to resolve problems and ensure customer satisfaction while adhering to organization policies
Drives continuous improvement approach to processes and procedures, suggesting new methods to improve area operations, efficiency, and service to both internal and external customers
Provides direction to manufacturer’s representative inside sales team to improve communications, drive best practices and ensure efficiency and compliance
Other tasks assigned by the customer service administration.
Qualifications
Bachelor’s degree or equivalent
5 years’ customer service experience in a manufacturing environment or equivalent
Prior customer service leadership with demonstrated experience leading and implementing change
Strong SAP knowledge and experience
Experience in customer master governance and maintenance
Proficiency in Microsoft Excel, PowerPoint and Word
Excellent customer service, problem solving and negotiation skills
Ability to lead and problem solve in unstructured environments
Strong oral and written communication skills
Travel periodically, up to 10%.
Location: preferred location is Irvine, California or surrounding area
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Equal employment opportunity, including veterans and individuals with disabilities.
