Customer Experience Supervisor

Azelis•East Stroudsburg, PA

3d•Hybrid

About The Position

The Customer Experience Team Supervisor will oversee a Customer Experience team (CXR’s) who are located at one or more of our office locations or who operate remotely. This role is expected to lead, train, support and mentor their team to efficiently manage the Order to Cash process (Order Management). This includes all aspects of a CXRs responsibilities including answering telephone calls, responding to emails of approx. 100 per day, proactively sending customers confirmation and notifications, order processing, following order through to billing process. The role requires extensive proactive communication with customers, the sales team, supply chain, logistics and the management team. Team Supervisor will also be responsible for escalation issues, and advising on resolution. Team Supervisor will be responsible for training and coaching of less experienced, or new CSR employees. Processing and entering monthly commissions, and billing of commissions. Primary support for daily operations to ensure CXR activities are completed efficiently and accurately. Perform month end tracking and team key performance indicators. Audit orders and emails for quality assurance. Update procedures and workflows. Act as subject matter expert on special projects.

Requirements

Significant Customer Service or related Experience required, minimum 5 Years’ Experience with 10 preferred
Management/Leadership experience of at least 3-5 years required
4 year College degree (exceptions with extensive on the job experience)
Experience with order entry into a ERP system.
Good PC hardware and MS Office software skills, especially with excel.
Ability to read, analyze, and interpret general business correspondence.
Effectively present information as necessary in written and spoken form.
Good basic math skills.
Able to treat others with respect and dignity.
Able to maintain confidentiality on sensitive issues.
Able to effectively work in a team-based and quality driven environment, where all team members hold themselves mutually accountable.

Nice To Haves

Knowledge of freight terms and chemical packaging a plus.

Responsibilities

Embrace and work to the spirt of the Azelis mission and organizational tenants.
Answer telephone and emails responding to both customer and internal employee’s needs.
Build effective communication lines and relationship with their team, sales team and sales VP(s) and customers to develop a good understanding of how to support their needs.
Order processing and customer inquiries as required. This includes communication to customers and sales team on order updates and status changes to their orders.
Performs month end shipment tracking along with reservations and confirmations.
Trouble shooting when any customer issues are communicated, empowerment to decide upon a resolution to the problem and follow through and handles escalation needs and calls.
Communicate with and build a team relationship with the Sales Representatives that you are assigned to support.
Communicate with Credit department to ensure urgent orders are released from credit hold.
Handle customer complaints including documentation, disposition, root cause, corrective and preventative action.
Continuously strive to create efficiencies and improvement in Customer Service Processes
Assist in training, coaching, and mentoring CXRs on their team
Manage team member workload, attendance/time off, and performance reviews
Assist in applying and developing best practices in our customer service processes.
Assist in rollout and training of new systems and processes
Perform other functions of the customer service department as needed.
Build effective communication lines with supply chain, logistics and the sales team.
Understand and adhere to/follow the department procedures and policies.
Understand and adhere to/follow the Azelis Americas and CASE Business
Additional responsibilities may be assigned as needed.