Customer Service Supervisor

Summary

Reporting to the VP Sales & Marketing, the Customer Service Supervisor is responsible for overseeing a team of customer service representatives for our plastics extrusion company to ensure high-quality customer interactions, efficient issue resolution, and adherence to company policies.  This role involves monitoring team performance, coaching employees, handling escalations and improving processes to enhance customer experience.  This role is a player/coach and will be responsible for a strategic customer base and correspondence on all orders, complaints, deliveries, terms, order changes, service and related matters.

Duties and Responsibilities

• Lead, mentor and motivate a team of Customer Service Representatives
• Establish and monitor individual and team performance metrics to ensure service goals are met.
• Provide coaching and development to Customer Service team to enhance team skills.
• Deliver training sessions on customer service best practices and product knowledge.
• Directly handles strategic number of accounts and performs all Customer Service duties associate with that role, listed below –
• Receives Customer orders by phone, mail, fax, email, website, or EDI and enters orders into system.
• Processes price inquires, determines correct price, delivery date, and notifies scheduling of orders. Reschedules deliveries as necessary.
• Services the Sales Staff by relaying messages to and from Customers and notifying salespeople of any orders, issues or changes concerning their accounts and customers.
• Receives and enters Customer problems  into system and assures Customer of quick response.
• Coordinates appropriate credits, price changes, and adjustments to Customer accounts.
• Coordinates the return of rejected material to proper plant.
• Maintains Customer purchase orders and order change documentation.
• Back up for Customer Service Representatives
• Performs other duties and assignments as assigned .

Recommended Qualifications

• High School diploma or equivalent; Associate’s or Bachelor’s degree in business administration or related field preferred
• Minimum of 3 years of experience in inside sales and/or direct customer service in the manufacturing industry required.
• Minimum of 1 year in a supervisory role required
• Proficiency in entering, tracking, and managing orders using an ERP or order management system
• Experience in the plastics or manufacturing industry highly preferred
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) required

Working Conditions

• Office Environment