Senior Customer Service Supervisor

Senior Customer Service Supervisor

Seeking a talented Customer Service Supervisor to join our Professional Services team. In this role, you will provide several key technical customer support functions for Curtiss-Wright PacStar customers: managing our Customer Service activities, including technical support, RMA operations, and our Order Management Desk.  You will be the key customer contact escalation point to provide ongoing customer support and relay customer feedback to PacStar’s engineering teams.

Our Senior Customer Service Supervisor is genuinely excited to help customers. You are patient, empathetic, and passionately communicative. You understand the value of good communication skills. You are able to put yourself in our customers’ shoes and advocate for them when necessary. You are a confident troubleshooter who investigates if you don’t have enough information to answer customer questions or resolve complaints. Your goal is to ensure excellent service standards on your team, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Location: Portland OR

We Take Care of Our People:

Paid Time Off I 401K with Employer Match and Profit Sharing I Health and Wellness Benefits I Learning and Development Opportunities I Referral Program I Competitive Pay I Recognition I Employee Stock Purchase Plan I Inclusive & Supportive Culture

Your Challenge:

Order Management Desk(OMD):

• Provide leadership, direction, and supervision to our team of Order Management Desk representatives, coach, mentor, and train team members

• Team focus is on the management of customer deliverables, and timely, accurate provision of status from receipt to shipment

• Accurate and timely entry of complex customer purchase orders, including new and repair orders

• Tracking and expediting internal Contract Reviews and Order Acknowledgement/Acceptance

• Management of the Purchase Order Log and Sales Order Problem Report

• Partner with Professional Services, Production, Purchasing, and Accounting teams to support customer reports and deliverables

• Effectively communicate details of customer orders to various internal teams to ensure all requirements are met

• Participate in customer conference calls and meetings, as required

• Escalation of issues to Project/Program Managers or Director of Professional Services

• Reschedule or renegotiate contractual delivery dates with customers

• Attend internal meetings to mitigate possible risks to on-time delivery performance

Service Desk:

• Supervise day-to-day customer issues; serve as primary liaison between the customer and other internal departments, including Purchasing, Accounting, Production, Warehouse/Shipping, and Post Sales installation teams

• Manage case management system and provide metrics reports.

• Maintain the Quarterly Engineer On-Call schedule and publish with Answering Service

• Manage Answering Service’s invoices and contract

• Reassign cases as needed to align with support verticals

RMA Desk:

• Provide leadership, direction, and supervision to RMA representative

• Provide escalated technical support and customer feedback for clients, product development, and engineering

• Respond to escalated customer technical support needs for PacStar

• Supervise online case management portal daily

• Serve as escalation point regarding company’s policies regarding returns, exchanges, warranties, and repairs

• Ensure the satisfaction of customers by resolving their complaints quickly and effectively

• Coordinate with other departments such as shipping or finance to ensure that returns are processed efficiently and accurately

• Coordinate meetings with customers and specialists when additional help is required to solve a problem

• Provide feedback to supervisors about customer satisfaction with products or services offered by the company