Supervisor, Customer Service

Manage Customer's orderbooks and material deliveries. Communicate with customers / materials Customer Support Managers / procurement regarding outstanding orders. Review and resolve issues with engineering and Tech. Service to insure quick replies to customer questions. Review and expedite with shipping dept. that all daily orders have been shipped. Complete weekly reports and KPI reports. Ensuring order fulfillment concepts, practices and procedures are followed.

Duties and Responsibilities:

• Coordinates and supervises the daily activities of staff

10%

• Understand open urgent orders

5%

• Track customer backorders, open notifications

5%

• Communicate with customers regarding urgent orders, questions, problems

5%

• Complete weekly reports and KPI details

5%

• Assist Customer service reps with problem orders and quotes

5%

• Sets priorities for the team to ensure task completion, coordinates work activities

5%

• Ensure all customer Consignment, COMP, and Warranty contracts are maintained within SAP system

5%

• Ensure all Processes related to consignment usage and replenishment are completed

5%

• Test for continuous SAP Development / Improvements

1%

• Interview and train all new hires

5%

• PTO approvals, log hours and approve Payroll

5%

• Working supervisors fill in when staff shortages or workload is too heavy

5%

• Follows all of the CSR's procedures

5%

• Assist in running the weekly customer meetings when manager is unavailable

5%

• Working with Warehouse on shipping and receiving issues

5%

• Working with accounting on invoice and payment issues

5%

• Work with Customer Service Management team on customer issues

5%

• Ensure all the monthly billings for Flight hours and consignment are processed

5%

• Perform other duties and fulfill other responsibilities as assigned

4%

Total

100%

Education

Bachelor's degree or equivalent work experience.

Experience

• 5+ years Prior experience in customer service or related administrative support position
• Strong leadership abilities.
• Three to five years of experience using SAP in a customer support environment
• Experience with Microsoft office skills- including outlook, word, excel
• Knowledge of principles, theories and concepts in customer support, order processing
• Effective analytical skills and problem-solving skills

Competencies & Attributes

above

Licensure/Certification

NA

Equal Opportunity Employer/Vet/Disability