Customer Service Supervisor

Position Overview:

The Customer Service Supervisor will be a key point of contact for customers and will act as an interface between the customers and HM Cragg. The CSR will provide customer support and perform end to end order management duties from time of purchase order receipt to invoice collection, including entering orders in vendor portals, handling order status inquiries, providing shipping information, and vendor follow-up. The Customer Service Supervisor will also be responsible for managing a team of customer service representatives (CSR's).

Reporting Relationship: The Customer Service Supervisor reports to the Accounting Manager

Responsibilities/Accountabilities:

• Adhere to and reinforce customer service policies and procedures
• Perform daily operations including:
  • Enter new orders in ERP business system
  • Enter new orders into vendor portals
  • Respond to customer inquiries on order status
  • Capture and forward customer inquiries on warranty issues to salespeople
  • Track product ship dates in vendor portals
  • Update customers of ship date changes
  • Generate and send invoices to customers
  • Communicate with customers on collections
• Track and report relevant data to determine customer service outputs and other business results
• Strengthen customer relationships through excellent customer service skills
• Assist outside and inside sales team as needed
• Handle customer complaints; escalate as appropriate
• Plan and prioritize collection tasks
• Ensure compliance with sales tax procedures
• Collaborate with the CSRs by assisting with order entry, invoicing and other miscellaneous tasks as needed
• Coordinate/communicate with service group on orders that contain both product and service
• Supervise and manage the Customer Service (CSR) team for all day-to-day operations, issue/conflict resolution and process improvement.
• Perform other duties and projects as assigned

Skills/Knowledge:

• Customer service focus
• Exceptional listener and communicator who effectively conveys information verbally and in writing
• Excellent problem-solving skills
• Excellent planning and organizational skills
• High attention to detail
• Patience, confidence, and tact while dealing with complex issues
• Ability to quickly adapt to changes in priority
• Ability to work independently
• Resourceful team player who excels at building trusting relationships with customers and colleagues
• Ability to manage the Customer Service Representatives

Personal Attributes:

• Demonstrates honesty and integrity in work and relationships
• Demonstrates servant leadership principles with internal/external customers and suppliers
• Demonstrates innovation/creativity in work
• Possesses strong work ethic and takes ownership of both company and client goals/objectives
• Focused on understanding, meeting and exceeding customer expectations
• Focused on collaboration and team work for the mutual success of the company and its employees

Travel Expectations:

• Minimal travel may be required between our offices

Posting Qualifications:

• High school diploma or equivalent
• 2-4 years customer service experience
• Previous experience managing a team required
• Order Management experience highly preferred
• Knowledge of customer service principles and practices
• Some industrial business to business product knowledge is preferred
• Proficient in using Microsoft Suite of products including Excel, Word and PowerPoint
• Proven written and oral presentation skills
• ERP and/or CRM software experience
• Willingness to be trained on and then occasionally use material handling equipment desired, but not required