Customer Service Supervisor

Duties and Responsibilities:

Essential Functions:

1. Communicates daily work flow processes to Customer Service Representatives, ensuring CSR’s understand daily work flow priorities; identify and resolve any potential issues that may arise.
2. Develops customer service plans to address customer requirements and communicates those plans to all involved parties within Warehouse Operations.
3. Records and reports all hours worked for both full time and temporary office staff and assigns weekly schedule including days off to ensure proper coverage.
4. Maintain excellent working relationships with customers by researching and responding to any inquiries and issues concerning work orders, invoices, shipments, inventory counts, etc., in a timely, professional and efficient manner. Ensures all customer sample requests are recorded, processed and delivered in a timely fashion.
5. Gathers and reviews paperwork from CSR’s regarding Receiving, Shipping, invoicing on a daily basis. Identifies potential discrepancies and problems, and recommends solutions as appropriate.
6. Consolidate reports from CSR’s regarding customer feedback to management in a timely manner, including any signs or trends of customer dissatisfaction.
7. Ensures all customer invoices are created and sent out on schedule; follows A/R reports for potential collection concerns. May be required to perform some collection duties. Troubleshoots invoices and bills of lading as needed.
8. Develop and send out accurate and timely reports as requested by management or customers.
9. Monitors productivity of office personnel; provides performance feedback as needed.

Other (Marginal) Functions:

1. Develop and administer on the job training for CSR’s and other support staff as needed.
2. Back up CSR’s on the process of accurately input all customer orders into the computer system, and generate all related paperwork and necessary information required for customer and production needs purposes.
3. Provides support for other office functions as needed.
4. Responds to incoming driver calls regarding directions and other inquires they may have upon arrival.
5. Seeks out and recommends continuous process improvement ideas and changes.

Job Specifications:

1. Bachelor’s degree or one to two years related experience and/or training; or equivalent combination of education and experience. Minimum of 2 years experience in general office environment required. Experience in in manufacturing/production environment helpful.
2. Prior supervisory experience with emphasis on leadership, supervision, motivation, communication and planning.
3. Must be able to effectively prioritize, work under pressure, meet deadlines and be very detail oriented.
4. Willingness to learn and provide training (as needed) on internal customer service, inventory control, billing and other application software products as needed.
5. Excellent interpersonal and communication skills, written and verbal.
6. Must be computer literate, ability to type 30wpm and have working knowledge of Microsoft Office applications.

7. Must possess excellent interpersonal skills and have a professional, helpful, proactive attitude.