CUSTOMER SERVICE SUPERVISOR
: Job Details :

** Customer Service Supervisor**

**Job Category****:** Customer Service (G&A) **Requisition Number****:** CUSTO004101 Showing 1 location **Job Details**

**Description**

SUMMARY: Supervises and coordinates activities of Customer Relation Specialist responsible to provide and nurture customer relations activities between customer and company, sales, sales representatives, operations and engineering by processing information and responding to inquiries and requests.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individualswith disabilities to perform the essential duties.

Coordinates and/or provides training to new CRS or as needed for current CRS.

Support CRS to maintain work procedures, manage work schedules and expedite workflow.

Field questions and gives direction to CRS.

Communicate instructions and any updates to procedures to CRS.

Interacts and coordinates with multiple resources in the division to resolve issues.

Processes customer requests and inquiries: quotes price and delivery information to field sales, customers and/or distributors; follows up with customers/distributors and representatives on quotations; processes return orders by issuing return material authorization and validating returns; obtain approval to issue and enter credit memos; enter replacement orders; responds to order status requests, delivery expedites, surveys.

Maintains contracts and administers customer purchase orders; accepts and enters customer/distributor purchase orders; conducts purchase order reviews; communicates with customer/distributors via letters, email, telephone and fax; maintains customer contracts and annual purchase agreements; confirm or acknowledge orders; completes change notices on new or existing parts; verifies customer to company design; cross reference; works with engineering to meet customer requirements or communicate exceptions.

Interacts with staff to remedy or address customer/distributor situations; participates in staff and/or site meetings to resolve customer/distributor order problems; checks status of engineering documentation affecting customer orders; resolves accounting problems such as price discrepancies; credit, freight changes and short shipments.

Promptly follows up on quotes and gains orders. This includes qualifying the opportunity, working with the customer to resolve any concerns, convincing the customer to buy our product, and working with internal resources to better position our proposal to win the order.

Notes the reason for lost quotes, maintains won/lost reports, and recommends/makes changes to assure future opportunities are won.

Provides accurate and timely responses to inquiries, questions, and customer escalations.

Review open orders to assure products are being delivered in a timely fashion. Escalate issues to get product delivered to customers in a timely fashion.

Performs other information processing or services related task as required by supervisor.

Supervisory Responsibilities: Directly supervises 3 - 5 Full-time Equivalent (FTE) regular employees and/or contractors. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

OTHER DUTIES & RESPONSIBILITIES: The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities and/or duties required; other duties may be assigned.

PTO and time sheet approvals

Employee evaluations and goals

RMA disposition guidance, review and approval

Customer portal administration and Customer Certification guidance

Export Compliance Checklist & Denied Party Screening review and approval

MINIMUM REQUIRED QUALIFICATIONS:

Bachelors in Business Administration, Engineering, or equivalent AND

Minimum of five years experience in industrial customer service or customer engineering activities OR

Equivalent combination of education and experience

OTHER REQUIRED QUALIFICATIONS:

Ability to work in various data bases and ERP Systems

Working knowledge of Microsoft Excel, Word, Outlook and PowerPoint

Strong knowledge of Distribution, POS commissions, inventory and special pricing.

DESIRED QUALIFICATIONS:

Ability to create and manage reports

Strong attention to detail

Effective written and oral communication skills

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is an office-based position.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)