Customer Service Supervisor

Description

Aerocoat, a PSE Group company, is seeking a Customer Service Supervisor.  This role will be responsible for overseeing the Aerocoat CSR team to ensure customer satisfaction, drive operational improvements while maintaining the high level of customer satisfaction. This position focuses on working closely with the sales team to reinforce customer relationships, streamlining processes, distribution of work and supporting Aerocoat growth objectives. 

About PSE Group:

PSE Group is a nationwide team of coatings specialists dedicated to providing exceptional products and value-added services to our customer partners. PSE Group offers a wide range of coatings solutions to enhance our customers' productivity, improve quality, and reduce material cost. Our objective is to support the entire purchasing process from coatings to associated products to complete application systems. We provide comprehensive solutions to meet our customers' needs. PSE Group includes brands from across the country including Painters Supply & Equipment Co, Nyquist Paints, FAMIS, Aerocoat Source, ABC Autobody Color, Auto Paint Supply, Carolina Automotive Refinish Supply, Charlottesville Automotive Refinish Supply, Golden Isles Paint & Supply, Interbay Coatings, ProWood Finishes, RMS Pro Finishes, Specialty Coatings Inc., Strand’s Industrial Coatings, United Sales Company, and Wyrick Company.

Requirements

MANAGEMENT FUNCTIONS:

• Hires entry-level customer service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.  
• Handles discipline and termination of employees as needed and in accordance with company policy. 

ESSENTIAL FUNCTIONS:

• Primary escalation point of contact for customer inquiries and/or complaints and providing timely resolution. Provide customer feedback to Sales and General Manager Team. 
• Manages a team (4-6) of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service, including accurate processing of work orders.
• Mentors and trains employees to to achieve high levels of material knowledge, order processing and communication skills. 
• Responsible for leading the full CSR recruitment lifecycle, including sourcing candidates, interviewing, hiring, performance management, and employee terminations when necessary.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the General Manager or other appropriate staff. 
• Work closely with General Manager, Salesmen and Warehouse Leadership on weekly key account tag ups. 
• Special projects as needed.
• Performs other related duties as assigned. 

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 

OTHER REQUIREMENTS:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills. 
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software. 
•   Travel 5-10% as needed.   

EDUCATION AND EXPERIENCE :

• Bachelor’s degree preferred.
• Minimum of 3-5 years customer service experience required.
• Experience in aerospace or coatings industry is preferred.
• Previous experience in a supervisory role preferred