Customer Service Supervisor - Industrial Distribution

New Hudson, MI
Full Time
Manager/Supervisor
General Summary:
Supervises the day-to-day operations of an assigned group in the New Hudson Customer Service department. Assists with leading a variety of related activities, including, but not limited to: contract management, directing department workflow, planning/scheduling and performing projects, training, and overseeing the teams' overall performance, development, and well-being while enforcing all policies and procedures.

What You Will Do (Essential Job Functions):
Team Support & Operations Management
  • Supervises and supports the day-to-day operations of an assigned Customer Service group with a complete understanding all aspects of the business tools, customer base, vendors, and products
  • Assists with processing orders/quotes and providing back-up support to members of the Customer Service team as required
  • Ensures orders and quotes are processed in a timely fashion and procedures are followed
  • Allocates group resources to maintain a balanced workload
  • Manages CSR schedules and timecards including scheduling and approving paid time off
  • Ensures all scheduling requirements are addressed including team meetings, department training or other off-line support projects
Customer Service & Problem Resolution
  • Acts as a liaison between customers, sales, service, and accounting to resolve status, order placement, shipment, and billing issues
  • Oversees customer issues to ensure effective short and long-term resolution. Assists with complex and escalated customer service situations, and management of complex projects (Contract Requotes, Transair projects, etc.)
  • Assists CSRs when alternative solutions are necessary to respond to internal or external issues including lead time exceptions, late-delivery notifications, pricing issues, returns and product availability
  • Provides Voice of Customer feedback - identify barriers to success and work across the organization to drive issue resolution
Training & Development
  • Contributes to employee satisfaction and development, including aspects of coaching, training, rewards and recognition, performance management, attendance administration
  • Fosters a continuous learning environment and engages with all employees on continuous improvement projects and activities
  • Assists with creating and refining procedures and processes which clearly define the workflow and tasks required to fulfill department objectives and ensure optimum customer service levels and performance
Performance Monitoring & Reporting
  • Review ongoing performance results to targets, activity reports to measure productivity and identify areas needing process improvement or retraining
  • Develops / tracks / reports supporting measurables
  • Pursues professional skills and educational development opportunities for self
Cross-Functional Coordination
  • Communicates with Sales Staff to ensure awareness of, and alignment with, goals and customer needs

Supplemental Job Functions:
  • Contributes to continuous effort at developing, training, auditing, and improving procedures in the department
  • Participates in corporate onboarding and orientation programs
  • Performs other duties as assigned or requested

Knowledge, Skills and Abilities Required:
  • Associate’s degree (may substitute seven (7) years of customer service experience)
  • Seven (7) years of customer service experience--industrial sales preferred
  • Previous customer service leadership experience
  • Previous experience working on a business system
Exotic Automation & Supply maintains a drug-free workplace, including testing for marijuana.
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