Customer Service Supervisor (Wheel Service)

Part of Dover Corporation’s Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands: Rotary Lift®, Chief®, Forward®, Direct-Lift®, Ravaglioli, Hanmecson®, Revolution®, Elektron, Blitz, Nogra, Butler, Space and Sirio.

SUMMARY:
Leads team through active participation and direction of team activities. Respond to diverse customer needs through effective telephone and written correspondence. Provide support to CSCs and CS Manager, execute necessary reporting responsibilities and perform related field reporting problem analysis.

 

ESSENTIAL JOB FUNCTIONS INCLUDE:

1. Lead CSC team activity to ensure continual improvement to service level to customers, sales force, and internal customers.
2. With direction from supervisor, and in conjunction with other team leaders, schedule team member vacations and training. Manage changes in staffing levels and responsibility distribution.
3. Communicate and enforce company policies and procedures and business matters to team members, management and other affected people.  With input from the team, identify opportunities for continuous improvement.
4. Participate with supervisor in the yearly performance appraisals of team members. Provide continuous performance counseling to team members throughout the year.
5. Identify to supervisor the need and nature of disciplinary actions for team members.
6. Coordinate all aspects of order preparation through use of telephone, fax and mail for finished product and parts orders, with emphasis on detail and accuracy.
7. Respond to telephone calls, mailed and faxed requests, and effectively address customer needs and handle job related inquiries from manufacturer's representatives.
8. Responsible for providing training to new CSCs
9. Initiate outgoing calls as required to follow up on customer requests and clarify customer expectations.
10. Generate no charge and memo orders to correct field problems, replace faulty parts under warranty, etc.
11. Initiate credit requests as required.
12. Initiate return goods, (RG's), research and expedite unauthorized returns, and follow through on final disposition.
13. Analyze warranty claims, process invoices, maintain follow up files and communicate results to Operations.
14. Maintain and promote information on various sales programs (i.e. competitive discounts, special promotions, stocking programs).
15. Handle any problems regarding payment of commission and commission changes.

 

SUPERVISORY RESPONSIBILITIES:
Manages assigned VSG brand customer service function. Responsible for the overall direction, coordination, and management of that group. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Key development drivers include:

• • Leads by example and demonstrates fair, firm and consistent treatment of all employees. Builds and sustains honest relationships with staff. Manages department by interaction and clear communication. Assures a safe work environment.
  • Takes an active role in developing and facilitating desired behaviors (ethics/work standards, communication, teamwork, continual improvement, accountability) in his/her employees.
  • Takes ownership of evaluating his/her organization to assure the right people with the right skills are in the right jobs. Uses the Predictive Index tool to understand and identify employee needs.

 

COMPETENCIES:
 To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Synthesizes complex or diverse information; Designs work flows and procedures.
• Accountability: Accepts responsibility and accountability for both the strategic planning and the successful implementation of all projects/programs/duties as outlined in this job description. Demonstrates a sound balance between quality and quantity of work while maintaining a sense of urgency toward completion.
• Continuous Improvement & Problem Solving - Identifies and resolves problems in a timely manner. Performs root-cause analysis and implements viable, permanent solutions to global issues. Uses technical/analytical abilities to assure existing work practices are the most efficient and cost effective possible. 
• Visionary Leadership - Displays passion and optimism; mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
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