Customer Service Supervisor

WashingtonMills•Grafton, MA

22h•$70,000 - $80,000

About The Position

We are a manufacturing company local to the Worcester/Westborough area looking for our next Customer Service Supervisor as we grow our business. In this role you will work amongst a collaborative team with supportive senior managers to deliver the best customer service possible. We are entering an exciting time in our company’s history, and we are looking for a world-class Customer Service Supervisor to lead a small customer service team. Actively and consistently support all efforts to simplify and enhance the customer experience Supervise the daily activities of the Customer Service Representatives by coordinating work schedules and customer service activities Provide guidance to Customer Service Representatives and communicate customer service performance objectives, best practices and thought leadership Ensure that departmental standards regarding courtesy and productivity are maintained Develop and implement strategies for improvements and efficiencies Assist the team in maintaining continual communication with customers via phone and email, updating order status, certifications, problem resolution, and general inquires Coordinate with various production sites and sales team members to fill customer orders and maintain effective lines of communication on product availability Own key accounts and manage workloads across Customer Service Representatives Lead efforts to gather information to record and resolve any customer complaints on a timely basis to improve the customer experience Enter, maintain, and report on Key Performance Indicators (KPI) Use CRM (Salesforce) to update customer information Manage ERP standard operating procedures and workflows Architect solutions for more efficient workflows within the ERP in order to enhance customer and employee experience Other duties and responsibilities

Requirements

Have an associate’s degree or 10 plus years of related experience and/or training
Possess organizational skills, attention to detail skills, and have excellent phone communication
Have the ability to work in a fast-paced and dynamic environment
Positive attitude and determined problem solver
Passion for problem solving and delivering outstanding customer service
Strong management skills and prior management experience

Nice To Haves

Have prior ERP and CRM experience in a manufacturing environment preferred

Responsibilities

Actively and consistently support all efforts to simplify and enhance the customer experience
Supervise the daily activities of the Customer Service Representatives by coordinating work schedules and customer service activities
Provide guidance to Customer Service Representatives and communicate customer service performance objectives, best practices and thought leadership
Ensure that departmental standards regarding courtesy and productivity are maintained
Develop and implement strategies for improvements and efficiencies
Assist the team in maintaining continual communication with customers via phone and email, updating order status, certifications, problem resolution, and general inquires
Coordinate with various production sites and sales team members to fill customer orders and maintain effective lines of communication on product availability
Own key accounts and manage workloads across Customer Service Representatives
Lead efforts to gather information to record and resolve any customer complaints on a timely basis to improve the customer experience
Enter, maintain, and report on Key Performance Indicators (KPI)
Use CRM (Salesforce) to update customer information
Manage ERP standard operating procedures and workflows
Architect solutions for more efficient workflows within the ERP in order to enhance customer and employee experience
Other duties and responsibilities