Customer Service Supervisor

POSITION INFO:

The Customer Service Supervisor is responsible for overseeing the Customer Service functions of the organization. The Customer Service Supervisor provides leadership support to a team of Customer Service Representatives.

RESPONSIBILITIES:

• Responsible for team of Customer Service Representatives, providing training and support to achieve departmental goals.
• Edit orders for accurate entry and resolve customer concerns regarding processing orders, and billing.
• Analyze various correspondence including orders, discrepancy reports, claims, and sales information.
• Monitors and measures programs and procedures to ensure on-time delivery and customer satisfaction.  Maintains in-depth working knowledge of systems and all Customer Service processes.
• Sets performance standards to meet service goals. Coaches and monitors team in order to consistently achieve high level of performance.
• Structures the training agenda for associates based on needs of department/individuals/development plans. 
• Measures all associates’ performance and makes employment decisions in conjunctions with Leadership Team and Human Resources.
• Work closely with Matco-Norca distribution centers to proactively expedite customer open orders.
• Establish and maintain a high level of product and technical knowledge to effectively meet customer expectations.
• Read and interpret product specifications in NIBCO and Matco-Norca catalogs.
• Calculate appropriate discount multipliers/net prices.
• Prepare written correspondence to external and internal customers.
• Provide support on special projects as required.
• Other departmental duties and ad-hoc projects as required.

EXPERIENCE:

Two years prior customer service experience required. Demonstrated ability to lead teams and maintain results. Ability to plan over a 3–12 month time span and to manage multiple priorities.

EDUCATION:

High School diploma required. College degree preferred.

TRAINING AND SKILLS:

• The ability to maintain high energy and a positive attitude in a fast-paced environment.
• Candidates must be able to organize and set priorities; adapt to constant changes and updates involving customer service practices and procedures; the ability to maintain strong working relationships with customers, teammates, and all facets of the organization.
• Take the initiative to solve problems and meet goals with professionalism.
• Excellent verbal communication and phone etiquette skills are required. 
• Candidates must be able to compose business correspondence and have strong grammar skills.

COMPETENCIES:

PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS: