Supervisor, Customer Service

About ITT:

ITT is an industrial manufacturer of critical, engineered components that serve fast-growing end markets in transportation, flow, energy, aerospace and defense. The company’s differentiation is sustained through a combination of several factors: execution, the quality of its leadership and our DNA as an engineering leader. We have a clear purpose as an organization: to provide our customers with cutting-edge solutions to help solve their most critical needs.

 The company generated 2023 revenues of $3.3 billion and is comprised of three distinct segments: 

• Motion Technologies ($1.5B revenue) is a global leader in brake pads, shock absorbers and sealing solutions for the automotive and rail markets
• Industrial Process ($1.1B revenue) is a global leader in centrifugal and twin-screw pumps for the chemical, energy, mining and industrial markets
• Connect & Control Technologies ($0.7B) is a niche player in harsh environment connectors and control components in critical applications for the aerospace, defense and industrial markets.

 ITT is headquartered in Stamford, Connecticut with over 10,000 employees in more than 35 countries and sales in approximately 125 countries.

Position Summary

Customer Service Supervisor directs the actions of the Amory Customer Service team to support the activities of the Sales and Operations organizations. Drive activities of the Customer Service team to maximize profitability and customer satisfaction. Coordinate with Customer Service Manager to execute programs that will continuously improve customer service levels and productivity between the sales organization, customers, distributors, and Amory Operations.

Essential Responsibilities

Achieves customer service objectives through supervision of customer service personnel and regular interaction with Operations and Sales departments to meet customer requirements. Work with Customer Service Manager to establish service metrics, monitor data, evaluate results, and implement process changes. Prepare and execute action plans to implement changes.

Monitor workload of Customer Service personnel. Create quotes and manage orders as necessary.

Optimize communications and collaboration between Customer Service, Field Sales, and Operations.

Manage and organize responses to customer inquiries within the required timeframe and handle all customer complaints.

Review quotes and support sales team with getting approval’s, on required Project Approval forms, from valve management and reviewing margin analysis.

Ensure all orders are processed on time and accurately, and where necessary, provide training, guidance, and advice to eliminate errors/mistakes.

Ensure compliance with all appropriate ISO procedures and policies, and consistently ensure alignment with the Company's business objectives.

Participate and support audits of our business as required.

Support Product Management on product price increases.

Manage pricing and distributor contracts.

Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, and counseling coworkers; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

 

Position Requirements

SUPERVISORY RESPONSIBILITIES Directly supervises employees in the Amory Customer Service Department along with dotted line supervision of Inside Sales team. 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.

QUALIFICATIONS Previous Customer Service experience with emphasis on resource planning, department action planning, and methods of review.

Proactive leadership role in identifying emerging needs with respect to process improvements; successfully work with & facilitate customer service needs with other departments across the organization for effective implementations.

Work with Sales on the negotiation and implementation of pricing contracts, alliance procedures, major proposals, etc., wherever applicable.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE Bachelor's degree (B. A./B.S.) from fo