Customer Service Supervisor (35392)

Job Details

Job Location: Central Distribution Center - Houston, TX 77038Position Type: Full Time

Overview:

The Central Order Supervisor (COS) assists in overseeing the Central Order Team and is part of the Customer Service Department. The COS is responsible for the day-to-day order management of Emsers national accounts within the Builder, Commercial, Retail, and Mass Merchant/e-Commerce segments. Additional responsibilities include order administration of branch high-volume-transaction accounts as well as occasional branch folder and phone coverage. The overall mandate for this role and for the Customer Service Department is to provide external/internal customers with an effortless customer experience with the ultimate goal of achieving customer service excellence. This position reports to the Central Order Manager.

The Central Order Team is positioned as a next-level service model providing a single-point of contact for high volume; multiple location customers. The Central Order Team is expected to be the solution for branch teams and customers through utilizing an in-depth knowledge of company systems, order processes, products, and service programs; as well as maintains a high level of productivity and accuracy.

General Focus and Scope of Responsibility:

The primary objective of the COS is to supervise the Central Order team within Emsers Customer Service Department. That includes processing orders as needed, issuing credits, handling customer escalations, monitoring customer email folders for accuracy and timely responses, reviewing open order reports to avoid delays in shipment, auditing orders for pricing adherence and excessive price overrides, sourcing material, product knowledge training, EDI (Electronic Data Interchange) support, Emser Online support, Sales Order Automation (IntelliChief) support, Ticketing system and Knowledge Base management, and for overseeing the reconciliation process involved in short pays.

The COS will also:

• Be an advocate for Company initiatives and for following Company procedures and policies
• Participate in innovation by suggesting new and better processes and systems
• Set the example of professionalism through his / her respect for all team members and maintaining high ethical standards

Essential Duties and Responsibilities:

• Supervises central order personnel in meeting/exceeding important customer centric KPIs.
• Coordinates and monitors the daily work schedules and activities of Central Order team members; including payroll management, time-off requests, and CSR back-up support.
• Provides account coverage and work overflow support as needed, i.e., processing orders, issuing credits, responding to customer emails, answering phone calls, providing EDI/Emser Online/Sales Order Automation software support, etc.
• Partners with Central Order Managers to provide direction and guidance to Central Order team members.
• Ensures accurate entry of purchase orders, pricing adherence, and sourcing of materials within the JD Edwards ERP system.
• Monitors Sales Order Automation software (Capture/IntelliChief) purchase orders for image/text conversion issues and system errors.
• Acts as a liaison between Allocations, Branch, DC, Sales, and Transportation personnel when sourcing material and expediting shipments.
• Performs daily audits of customer group folders to ensure fast turnaround times on email communications and purchase order acknowledgements.
• Coaches and trains CSRs/Leads in the performance of central order tasks and responsibilities; including up-selling/cross-selling opportunities.
• Publishes Daily Productivity Reports and Performance Management Dashboards to the Central Order team.
• Occasionally partners with IT on testing new systems and system enhancements, and when troubleshooting system-related issues to root-cause problems and identify solutions.
• Participates in the timely responses to social media posts regarding Use & Care, Product Installation, and 1-star customer reviews.
• Handles customer escalations as needed.
• Other duties as assigned.