Customer Service Supervisor

Allied Machine & Engineering, headquartered in Dover, Ohio, is a leading manufacturer of holemaking and finishing cutting tool systems. Our tooling solutions deliver the lowest cost per hole in a wide range of applications. Allied offers its associates competitive pay along with a robust benefits package including, medical, dental, vision, disability & life insurance, 401(k) match, company paid vacation/holidays, access to our Allied Family Wellness Center and much more.

Allied is currently looking for a customer service supervisor to oversee the day-to-day operations of the customer service department and assist customer service associates in the performance of their job duties.

Responsibilities:

• Oversees order processing and documentation, ensuring quality and accuracy for customer requests, returns, exchanges and expedited orders.
• Ensures exceptional customer service within the department: addressing inquiries, processing orders, and resolving complaints while uhholding high-quality service standards.
• Serves as a point of escalation for complex customer issues.
• Supports compliance to ISO 9001.
• Manages and develops customer associates.
• Monitors quality of customer service between coordinators and customers.
• Prepares necessary reports for the customer service department.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to leadership.
• Coordinates customer service efforts during a recall.
• Participates in formulation of company policies and procedures.
• Manages scheduling hours for associates.
• Performs other related duties as assigned.

Requirements

• Excellent interpersonal, verbal, and written communication skills.
• Organized with attention to detail.
• Proficient typing skills
• Strong problem-solving and decision-making skills.
• Ability to resolve customer complaints and issues, while maintaining a professional and calm demeanor.
• Proficient in Microsoft Office Suite or related software.
• Associate degree in business related field or equivalent work experience.
• 3-5 years of customer service (preferably B2B) experience required
• Logistics experience preferred.
• Experience with CRM or ERP software preferred.
• Prolonged periods sitting at a desk and working on a computer.

Benefits