Job Summary
Lead and cultivate an environment where customer orders and service needs are the highest priority, and where the team embodies the Kalsec® service commitment of being prompt, professional, consultative, friendly, and helpful. You and your team will work as part of the sales process, to provide superior service to our customers and strive for first contact customer resolutions, in a manner consistent with company objectives. The Customer Service Supervisor will monitor, measure, motivate, and manage individual and team achievements. The role’s success is driven by the success of the overall team.
Essential Job Responsibilities
* Supervise designated employees in the Customer Service Department. This position is responsible for coaching and motivating the Customer Service Representatives and ensuring that all representatives adhere to appropriate procedures, turnaround times, and policies. Supervisory duties include selecting new employee talent that fits the culture and succession planning needs, creating action plans and performance evaluations, coaching and mentoring for career development, authorization of timecards, and involvement in corrective actions and problem solving. In addition:
* Be approachable and accessible to the team during standard business hours.
* Selection and growth of new employees
* Ensure maximum team productivity
* Action planning and performance evaluations
* Act as a liaison between customers and manufacturing, sales, logistics, and accounting to resolve production, delivery, and billing issues
* Act as contact for key manufacturing meetings and manage the backorder process.
* Effectively recruit, hire, train, and retain talented members of the customer Service team.
* Ensure delivery of a world class customer experience to our customers an uphold team standards for quality assurance and continuous improvement,
* Collaborate with the Customer Service Manager to develop training sessions for the team. Topics: product knowledge, skill building, etc.
* Routinely spot check outgoing team communications for quality and training purposes.
* Serve as an administrator in the Cisco Call Center Software, tracking metrics and ensuring the team is meeting or exceeding standards.
* Maintain a working knowledge and understanding of, and serve as a resource to the Customer Service team on:
* Kalsec® competitors across product lines
* Customer segmentation and service support
* International shipping requirements and processes; country specific import requirements; Inco term guidelines; harmonized tariff classifications (in collaboration with Logistics for up-to-date information)
* Our business relationship and practices with both domestic and international representatives.
* Kalsec’ s Sales & Marketing strategies in domestic and international markets and associated customers.
* As the CSS, you must be able to personally ensure your team can convey a sense of expertise in our products and solutions to customers. Also, independently identify system, workflow, and process improvements to enhance the team’s efficiencies.
* Provide support for the Manager, Customer Service and Sales Support, as directed. Including but not limited to:
* Participating as needed in the Customer Experience Survey and presenting solutions to close gaps and enhance Customer Service support based on the data received.
* Leading assigned projects
* Successfully leading company & departmental initiatives with the team
* Identifying appropriate metrics for the Customer Service Department and measuring performance and quality against these standards.
* Provide support to management in the event of a recall or other customer communications.
Education/Experience
Required:
* B.B.A. or B.S. preferably in business or related discipline
* Minimum of 2 years leadership/direct report experience
* Effective systems experience, specific to ERP and EDI
* Capacity to navigate ambiguity, and make independent decisions in line with department processes
* Effective organizational skills
* Interpersonal skills, with a strong ability to communicate in written & verbal forms.
* Customer Focused (external & internal)
* Ability to succeed in a dynamic, fast paced work environment
* Ability to thrive in a cross-cultural work environment
* Solution oriented
* Tactful, and skilled in conflict resolution and team building
* Proficiency in word processing and spreadsheet programs
Preferred:
* 2-3 years related customer service experience
* Logistics knowledge
* Fluency in Spanish
Equipment Operation
* General office equipment
Physical Requirements
* Sitting for long periods of time at a computer
* Infrequent light lifting up to 50 pounds
Travel
* As needed, up to 20%
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