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Customer Service Supervisor

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Supply Chain Supervisor
Tracy, CA, United States

Responsibilities and Duties
  • Supervises the operation of the customer service department;
  • Works closely with department manager to set goals for customer service department performance to support the Company strategy;
  • Supports and leads necessary departmental change to respond flexibly and positively to changing customer requirements;
  • Continuously evaluates and improves department processes to increase accuracy, reduce labor and improve response times to internal and external customers;
  • Monitor employee performance and provide constructive feedback and coaching as needed.
 
Specific Responsibilities:
  • Provides oversight and direction to a team of Customer Service Representatives (CSRs);
  • Set goals for performance and deadlines in ways that comply with company's plans and vision and communicate them to subordinates;
  • Monitor employee productivity and performance and provide constructive feedback and coaching;
  • Maintain timekeeping and personnel records;
  • Pass on information from upper management to employees and vice versa;
  • Prepare and submit employee performance evaluations;
  • Decide on reward and promotion based on performance;
  • Address employee issues through coaching, counseling and corrective discipline, if the need arises;
  • Interfaces with Manager, Inside Sales and Customer Service, outside sales personnel/CSRs and other applicable department personnel to resolve issues, correct problems and ensure timely resolution of customer concerns;
  • Ensures and facilitates close alignment of customer service with plant operations, sales and marketing and customers to understand and communicate requirements around product, process, problems and resolutions, deliveries and changes to all.  Advises Marketing Department and outside sales personnel of significant information learned in customer interactions;
  • Provide process leadership for order entry, EDI, E-Commerce, import export compliance, trade management, price management and compliance activities;
  • Monitors customer service daily reports and acts accordingly;
  • Supports and directs Customer Service department with special projects/assignments, i.e. pricing/surcharge implementations, revenue ASATs (self-audit);
  • Ensures that all work activities are performed in accordance with established safety and environmental standards;
  • Organize department workflow and ensure that employees understand their duties or delegated tasks, and ensures department workflow is documented clearly and adhered to;
  • Working closely with department manager, hire and train new employees;
  • Ensure adherence to legal and company policies and procedures, particularly IMEX and ASAT requirements
  • Ensure that all work activities are performed in accordance with established safety and environmental standards.
  • Maintains full compliance and conducts all activities in accordance with Company policies and procedures.
  • Maintains oversight on credit and dispute resolution function
  • Responsible for improving phone system reporting and tracking, ensuring calls answered timely
  • Focus on developing inside sales team/structure, including quote capture improvement
  • Assists with ERP system updates and implementations, ensuring process flow is optimized
  • Oversees customer service-related roles at our satellite warehouse locations
  • Responsible for daily sales/booking reporting, other regular reporting as required
  • Performs other duties as required.

Qualifications and Skills      
Basic   
  • Bachelor's Degree from an accredited Institution;
  • Minimum three (3) years of customer interaction or marketing experience;
  • Employees must be legally authorized to work in the United States. Visa sponsorship is not available for this position.
  • This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status.  ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
 
Preferred
  • Prefer the Bachelor's Degree is in Business or Management, from an accredited institution;
  • Five (5)+ years of experience in a customer service role is preferred;
  • Experience supervising a team of Customer Service Representatives;
  • Customer Service experience in a Manufacturing or Distribution environment.