Customer Service Supervisor - Manufacturing

JOB SUMMARY:

The Customer Service Supervisor (CSS) is a hands-on leader for the customer service function at one or more specific Tekni-Plex manufacturing sites. The CSS is responsible for increasing customer satisfaction, loyalty, and retention, while ensuring that the local Customer Service team runs in an efficient manner and is processing transactions in a timely manner. This person must be capable of performing all employee task and other duties as required and assigned.

 

DUTIES AND RESPONSIBILITIES:

• Serve as the first point of escalation for CSRs on complex matters.
• Provide day-to-day supervision of and work review for local CSRs; scheduling work, ensuring compliance with Customer Service procedures, facilitating collaboration across the organization; interviewing, hiring and training employees; planning, assigning, and directing work; coaching and mentoring; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• In the event of holidays or employee time off, this may require the CSS to support as a CSR in some capacity on occasion.
• In collaboration with other departments, optimize customer satisfaction and profitability by:
  • Scheduling and prioritization of orders.
  • Initiating specification additions, changes, and deletions.
  • Verifying complex customer data, sample work orders and credit memos; and
  • Creating and reviewing backlog report and various reports for plant operations.
• Extract, Synthesize, and Analyze key data to proactively generate reports for management that support with KPI’s from the Customer Service function and individual CSRs. These reports may vary by business unit/division/product line, but some examples may include:
  • Customer engagement rates.
  • On-time, in-full delivery statistics.
  • Order Acknowledgments response times
  • Voice of Customer/ Customer Service feedback.
  • Additional KPI’s to drive better understanding of customer’s needs and shape strategy moving forward; and
  • Overall response times to inquires
• Monitor and help manage Finished Goods to make sure materials are leaving the warehouse in a timely manner while continuing to reduce overall Finished Goods dollars.
• Monitor CSR’s – ability to establish and maintain appropriate stock levels for Make to Stock/Make to Hold accounts with the CSRs.
• Monitor and manage the CSR’s proper understanding of customer orders to ensure accurate Production Forecast against sales forecast and open orders. Monitor for the fluctuation of increased customer sales and notify the appropriate parties to ensure complete customer satisfaction.
• Collaborate with other CSS’s, sales professionals, and other functional team members.
• Effectively communicate with manufacturing to facilitate mutual understanding of customer needs, and manufacturing capabilities and review of production schedule to ensure confirmed delivery dates are achieved.
• Participate in daily internal and external meetings – representing customer needs.
• Monitor Forecasting from sales to ensure production forecasts are represented accurately against open orders.
• Monitor allocations if needed against machine time and forecast and communicate issues back to Sales and CSR’s

 

QUALIFICATIONS:

• At least Five years of experience managing/leading a team required
• Four years of experience in customer service or sales within a manufacturing organization, or comparable position is preferred.
• Demonstrated success leading others in support of customer service objectives.
• Knowledge of the plastics industry and plastic materials highly preferred.
• Demonstrated ability to remain calm under pressure and effectively handle stressful situations with customers.
• Excellent communication skills. Able to fully communicate issues / opportunities / results back through the organization and with customers, most often by telephone and email.
• Exceptional ability to multi-task, prioritize, and manage one’s own time effectively.
• Bachelor’s degree preferred but not required.
• Some travel may be required to other NA sites and or customer visits.

 

WORK ENVIRONMENT:

Typically, normal office environment with little or no exposure to adverse working conditions, although there may be occasional times where duties are performed in a production or warehouse environment to help resolve customer matters.  Travel may include tours, observations and/or troubleshooting in the company’s and/or customer’s production environments.

*The job duties, physical demands and work environment characteristics described are representative of those