International Customer Service Supervisor

Regardless of the application, you can't afford for your interconnections to fail. At Emerson Connectivity Solutions, we've built our capabilities on delivering reliable connectivity solutions that assure Business-Critical Continuity ™ for your technology investments.

Our brands (AIM Electronics, Cambridge Products, Johnson Components, Midwest Microwave, Semflex, Stratos Optical, Trompeter, Viewsonics and Vitelec) have established a proven track record of innovation and excellence in signal integrity. We are a recognized leader in radio frequency technology and harsh environment optical solutions. We continue to evolve our product portfolio with a special focus on engineered solutions for the delivery of voice, video and data in demanding applications.

Emerson Connectivity Solutions has a passion for providing solutions for our customers. For businesses around the world, the Emerson ® brand stands for the ability to get big things done, through global engineering, technology, industry expertise and customer focus. Whatever their challenge, they know that with Emerson by their side, they can "Consider It Solved."

Emerson is an equal opportunity employer and strongly supports diversity in the workplace.

The International Customer Service Supervisor is accountable for providing professional and ethical leadership on all issues relating to customer interactions; for managing and providing expertise and direction regarding Customer Service issues and initiatives; for providing superior customer service that maximizes customer satisfaction and promotes the Company in the marketplace; and for ensuring that Customer Service activities support the Operations plan and business goals, in accordance with ISO and Lean Manufacturing methodologies.  This position is also responsible for supervising key accounts and the International Customer Service team as well as ensuring that export regulations and documentation comply with US requirements.

• Lead, direct and perform Customer Service activities, including order entry, tracking, pricing, quotations, to maximize customer satisfaction. Serve as primary point of contact for customers’ product inquires. Provide leadership in a continuous improvement environment. Make decisions daily that affect customer satisfaction, order fulfillment and invoicing accuracy.

• Serve as primary contact to customers for all non-standard product requests as well as custom cable assembly quotes, and resolves issues related to custom project requests. Work together with Production, Engineering and Purchasing to resolve issues. Quote and track new opportunities and RFQs.

• Proactively process customer orders, changes, returns and credits. Verify and communicate issues related to product pricing, delivery and configuration. Enter and acknowledge customers’ orders. Track sample requests. Implement contractual reporting requirements with major customers. Participate in the successful achievement of annual sales targets.

• Lead, direct and perform Customer Service activities for International and key accounts.  Oversee export documentation process to ensure operational compliance with U.S. laws and regulations; EAR with The Bureau of Industry under the Department of Commerce, ITAR with The Directorate of Defense Trade Controls under the Department of State, and any other U.S. government agency.

• Interact with customers to implement and monitor EDI transmissions, vendor managed inventory programs, and schedule sharing transmissions. Process all monthly point of sale reporting from distribution.
  
  Supervisor Responsibilities:

• Establish or review objectives and procedures governing the performance of assigned activities as required.

• Maintain appropriate communications within area of responsibility. Keep employees informed as to company/departments’ plans and progress.

• Recruit, hire, train and review the performance of qualified personnel in all positions reporting directly and recommend compensation for them. Identify training needs, initiate development of subordinates, and recommend effective personnel action.

• Establish and maintain a positive working relationship within assigned teams and with all applicable departments, customers and vendors. Direct, monitor, and appraise the performance of units immediately reporting and provide the necessary coordination between activities. Coordinate activities of assigned units with those of other company units. Seek mutual agreement on problems involving coordination.

• Review and endorse or revise proposals received from direct reports. Submit or approve proposals in accordance with approval authorization procedure. 

• Promote and implement the Company’s affirmative action program and all policies as outlined in the Supervisors’ Manual.

• Assume other projects and responsibilities from time to time as directed.
• Regular and predictable attendance is presumed to be an essential function of all employment.
• Provide orientation and on-the-job training for subordinates and ensure that the authority and responsibility for each position are defined and understood.
• Regularly interface with customers (OEMs), manufacturer representatives and distributors. Internally interact regularly with Customer Service, Engineering, Marketing, Shipping, Purchasing, Sales, Production Scheduling, IS and Finance.
• Works independently, with minimal direct supervision.  Position is highly visible to customers. Daily decisions affect customer satisfaction, order fulfillment and invoicing accuracy. Participate in the successful achievement of annual sales targets. Facilitate an “easy to do business with" environment.

Background

• BA or BS degree in a related discipline.

• 5 years’ experience in a similar manufacturing environment, and prior supervisory experience required

• Previous experience working with International accounts.

• Knowledge of US export regulations and export documentation.

Knowledge

• Ability to satisfactorily complete & implement all OJT and required trainings.

Analytical, Business & Technical

• Ability to apply job knowledge & skills to improve productivity, quality & timeliness, & to solve problems, using good judgment.

• Ability to implement new technologies or methods as needed.

• Ability to understand & implement ISO & Lean Manufacturing methodologies.

• Ability to operate equipment & use tools & techniques effectively, efficiently & in accordance with ergonomic principles.

• Ability to anticipate, negotiate & manage conflicts, problems, changing situations & deadlines.

• Proficiency in software as required; ability to perform math calculations, measurement, analysis or reporting as directed. Experience with MS Office required, and Oracle a plus.

• Ability to comply with Company policies & procedures.

Communication

• Ability to communicate effectively & appropriately orally, in writing or electronically.

• Ability to communicate work goals, progress & changes as required.

Interpersonal

• Ability to apply interpersonal skills (empathy, negotiation, rapport, sensitivity), to develop & maintain effective working relationships.

• Ability to demonstrate character, integrity, honesty, ethical behaviors & industriousness.

• Ability to effectively participate in teams & projects & contribute to unit cohesiveness & productivity.