A customer service supervisor supports both internal customers (product managers, account managers, production and finance staff) and external customers with all steps in the sales cycle; from helping to identify required parts or resources to preparing offers (quotes), processing orders, and resolution of after order issues.
Customer Service Supervisor is a working manager role in which the Supervisor also acts as a fully functional Customer Service Representative. Below are the general duties of the Representative followed by the additional responsibilities of the Supervisor.
Customer Service Representative:
Interact with internal / external customers to provide information response to inquiries about products and services,
handle and resolve questions / concerns,
process orders and quotation, and provide information about the organizations products and service;
Provide Customer Service support to our customers, Sales Area Managers, Product Managers and Regional Sales entities;
create quotations as requested by Product Managers, Sales Area Manager, and customers;
maintain customer pricing based on guidance from product managers;
enter and ensure proper handling of all orders
coordinate delivery and purchase order requirements with Logistics Department;
communicate special shipment dates and date changes to the Regional Sales entities, Sales Area Managers, and/or customers.
Supervisor duties, heavily supported by Customer Service Manager and Manager Paper Machine Service:
Ensure all product lines have customer service support at all times by managing vacations and work load balance within the group.
Manage quote and order entry backlog to ensure prompt turnaround times across all product groups.
Monitor vacation and time off requests
Identification of training needs and organizing those resources for the group
Documentation of processes and policies so that group functions as one team across all product lines within corporate guidelines.
Work to resolve process or order issues with other functional groups (purchasing, engineering, etc)
Support SAP and webCRM champions and defend the needs of Customer Service
College degree and/or equivalent experience in a Leadership role.
Self-starter capable of working with minimum supervision.
Extremely thorough organizational and planning skills.
Strong knowledge of customer service and establishing contacts.
Ability to handle numerous projects at one time.
Excellent written and verbal communication skills.
Ability to develop close professional relationships
Ability to research and review technical drawings and documents.
Very strong computer skills (Word, Excel, PowerPoint)
Some ERP experience (SAP experience a plus)
Experis is an Equal Opportunity Employer (EOE/AA)
Provide Actionable Feedback
Monitor Customer Service
Enhance Customer Experience