Customer Service Supervisor
Deutz AGAbout the role
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Customer Service Supervisor
Location: Pendergrass xChange Working hours:
DEUTZ is one of the world’s leading manufacturers of innovative drive systems. Its core competences are the development, production, distribution and servicing of diesel, gas and electric drivetrains for professional applications that is used in construction equipment, agricultural machinery, material handling equipment, stationary equipment, commercial vehicles, rail vehicles and other applications.
Job Summary
POSITION SUMMARY:
The Customer Service Supervisor will provide support to our customer service sales department and our DEUTZ Xchange customers, as well as those within the organization, by deploying various customer solutions to improve customer experience and streamline customer interaction. Coordinate the handling of difficult and/or unusual situations with internal and external customers.
ESSENTIAL DUTIES & RESPONSIBILITIES:
The Customer Service Supervisor be responsible for, but not limited to, the following duties:
Supervisory Responsibilities:
- Maintaining excellent customer communication via the Ticket System.
- Customer assistance with order entry, back orders, order expediting, pricing updates, engine availability, and other specific needs pertaining to DCX in SAP system.
- Provide exceptional support on such items as return requests, material replacements, credits, and other duties related to Customer Service.
- High degree of direct customer interfacing to identify appropriate customer solutions in a timely manner with utmost professionalism.
- Prepare and research various sales order reports.
- Develop and maintain relationships with all customer’s logistics carries, to ensure timely and cost-efficient shipping.
- Must have the ability to identify, analyze, and enhance processes that may need to be created or improved upon.
- Train and support department staff on how to do their job in an efficient way.
- Assign daily task to Customer service team.
- Learn, develop, and train personnel on new processes passed down.
- Invoicing, credits, debits, (transactions $10K and greater)
- Negotiate sales price based on different factors (order volume, competition, etc.) Other
- duties and responsibilities as assigned.
Tasks within duty position:
- Assign task to others in the department.
- Assist distributors, dealers, rental houses, and end users with determining proper engine for their application.
- Determine source of replacement engine to fill customer orders as quickly as possible.
- Set stock levels for high runners.
- Work with ULM to determine part numbers.
- Work with Engineering to develop new BOMs for customer solution.
- Assign JIRA task for creation of new part numbers.
- Maintain stock and build/order activity for large customers; AGCO, JLG.
- Research order, shipping, and billing orders for correction through returns and credits.
- Perform all duties of the department in others absence.
- Develop departmental procedures with CSS manager.
Tasks performed outside of duty position:
Production / Engineering tasks
- Find production solutions to overcome shortages and allow customer orders to be filled on time.
- Develop product to meet market needs.
- Find alternate product to overcome stock shortages.
- BOM comparisons for customer solutio
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