["Customer Service Supervisor","Customer Service Supervisor"]

Customer Service ManagerSunSource and its family of companies represent 270+ locations and 4,000+ employees making up one of North America's leading value-add industrial distribution companies. We provide customers with products and value-added solutions within Fluid Power, Fluid Process, Fluid Conveyance, General Industrial Components, and Industrial Repair.Responsible for handling the daily (routine) management of customer service representatives. Accountable for ensuring that the customer service operation runs smoothly, and for guiding and directing the daily activities of customer service personnel. Works directly with customers when necessary. Facilitates open communication between all departments within branch locationservice, warehouse, sales, and engineering.ObjectivesMaximize customer satisfaction by ensuring that the customer service team provides outstanding customer service. Monitor follow-up to major customers and ensure open communication.Maximize contribution margins at the customer accounts serviced.Ensure smooth day-to-day operation of the customer service department.Manage annual departmental expenses within approved budget.Principal ResponsibilitiesApproach--act as team leader for customer service personnel at the assigned location .Effectively align customer service representatives with accounts to be servicedProvide ongoing supervision, training, coaching and overall direction to ensure work is completed accurately and timelyConduct periodic performance reviews with customer service representativesKnowledge of the Customer--develop knowledge of the customer accounts serviced, specifically:Overall understanding of the buying process and business process for major customersIdentification of key contacts at major customersIdentification of critical issues at major customers and knowledge/support of plans to ensure customer satisfactionInternal Know-How--demonstrate broad understanding of SunSource's customer service functions, processes and tools, and their impact on other SunSource departments. Be able to:Process ordersProcess returnsNavigate Trend systemInterpret pricing structureUtilize support systemsInterpret and ensure proper execution of policiesProcess quotesResource Management--demonstrate ability to communicate and coordinate efforts effectively with all SunSource departments to ensure that internal and external customer issues/concerns are resolved in a timely manner.Technical Competence--demonstrate broad understanding of SunSource technology/service offerings and attain a passing score on the related proficiency test; also demonstrate advanced knowledge of SunSource conversion capabilities.We are an Equal Employment Opportunity Employer M/F/V/D. WE PARTICIPATE IN E-Verify. If you are an individual with a disability and require an accommodation to complete the application process, please contact recruiting@sunsrce.com to request reasonable accommodation. Only requests for accommodations in the application process will be returned. Sun-Source | Privacy Policy