Summary The Customer Service Supervisor will manage, develop, monitor and train the customer service team members in products, services and processes to provide our customers with world-class service.
Essential Duties and Responsibilities
- Manage and supervise all functions for the customer service department; including but not limited to order entry, customer phone calls, credit, return authorizations, and customer inquiries
- Establish and maintain relationships with retail customers and Hunter’s outside sales team, including managing customer program summaries
- Ensure team member knowledge of existing and new program products and services
- Communicate with other departments and management to resolve problems and expedite work
- Monitor Customer Service phone calls
- Establish and maintain customer price rules to reflect the approved pricing for all customers
- Develop, maintain and improve programs to add value and provide efficiency to the customer and the company
- Attend trade shows (as needed)
- Set up mew ship to accounts for existing customers
- Prepare, maintain and submit reports and records
- Coordinate with EDI Coordinator
- Observe and evaluate workers’ performance
- Train, instruct, coach and assign duties to team members
- Review and check work for accuracy
- Help workers in resolving problems and complaints and answer customer questions regarding services, pricing and procedures
- Collaborate w/ CS Leads to ensure daily service goals are met
Education/ Experience Requirements
- Bachelor's Degree preferred. Will consider Associates Degree with equivalent work experience.
- Minimum 5 years of Customer Service leadership required
Special Qualifications and Skills
- Customer focused
- Skilled at conflict management
- Motivator with good coaching skills
- Able to adapt to a fast-paced, ever-changing environment
- Works well with all levels
- Able to delegate effectively
- Analytical – ability to utilize reporting software for analysis/KPI management
- Proficient in Microsoft Office
- JD Edwards preferred
- PKMS (Inventory Management System) preferred
- EDI preferred
