Customer Service Team Lead Supervisor
Elkhart, IN, US, 46516-1167
NIBCO is a recognized leader in the flow control industry. Headquartered in Northern Indiana, with a manufacturing history that spans over a century, NIBCO operates manufacturing facilities across the United States, as well as Mexico and Poland. NIBCO is known by our customers for exceptional quality, commitment to on-time delivery, and outstanding product innovation. Setting us apart from our competitors is our people.
If you're looking for a place where your hard work and great ideas make a difference--NIBCO is the place for you.
POSITION INFO:
This position is directly responsible for assuring the customer service team is providing quality customer service to external and internal customers. This position is not eligible for customer service bonus opportunities.
RESPONSIBILITIES:
• Prioritize, balance, and assign work among the team.
• Propose solutions and improvement for team operations.
• Monitor work to ensure it is completed within deadlines in an efficient, professional and accurate manner.
• Give the highest level of professional service to our customers.
• Coordinate and resolve work schedule and coverage.
• Work in close liaison with support staff, shipping locations and sales force to ensure timely communication and product shipment.
• Act as focal point for external customers, teammates and sales on daily work and resolving concerns.
• Coach and retrain team members on various topics and situations.
• Analyze various correspondence including orders, SETR’s reports, claims, and sales information.
• Communicate issues and work closely with the customer service leadership team.
• Complete performance reviews on job performance for the team members.
EXPERIENCE:
Minimum of three years customer service experience and a minimum of one year experience as a NIBCO customer service representative required.
EDUCATION:
High School diploma required. College degree preferred.
TRAINING AND SKILLS:
The position requires a broad-based knowledge of our computer software system and of the functions which it supports. This includes order entry, credit/debit, SETR processing, pricing, and document flow in the distribution centers. Candidates must have good verbal communication skills and phone etiquette. Extensive product/industry knowledge required along with an understanding of NIBCO’s sales and marketing strategies. Must also demonstrate management skills and have a positive attitude.
PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS:
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
NIBCO is committed to equal opportunity employment. It is the policy of NIBCO to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.