Customer Service Supervisor

Tarkett • Solon, OH

2d

About The Position

Join Tarkett, a global leader in innovation flooring solutions and sports surfaces. We believe our entrepreneurial culture is what differentiates us from the competition. So if you’ve got what it takes, we invite you to CHANGE THE GAME WITH US! CUSTOMER SERVICE SUPERVISOR The Customer Services Supervisor is primarily responsible for supporting assigned Customer Service Representatives in an effort to provide effective customer service for commercial and/or residential customers. Uses mastery of products and processes to answer assigned team’s questions, address escalated customer concerns, and motivate/coach to provide superior service. Responsibilities Apply policies, procedures, and guidelines appropriately and set the example for communication skills, work ethic, and judgment. Own continuity of customer care for your team through coordination and approval of team member vacation schedules, ensuring coverage at all business times, and resolving escalated issues. Conduct regular 1 on 1 communications with assigned team members to ensure understanding and achievement of goals, to include weekly call calibrations results. Work with Customer Service Manager to create and administer development plans where necessary. Lead, motivate, and develop customer service team to deliver exceptional service. Help identify training gaps and work with CSM to designate necessary training to support team Perform reporting activities and root cause analysis to identify issues and propose a course of action Assign LinkedIn Learning courses and monitor completion of team members Manage reporting for the department to include: Run weekly reports to track CRM resolved cases, resolved rate, and response times Run ININ reports to track call abandonment, average handling time, response time, etc. Monitor weekly deduction reports to resolve open statements with AP Track KPI’s on time to resolve deductions, freight damage, lost in transit, incorrect sold to or billed to detail Review order book details and order intake report daily Monitor and analyze Deduction RCA, OTIF RCA, credit request approvals. Work with teams to evaluate root cause and determine next steps. Utilize progressive discipline to manage personnel issues, with CSM assistance Maintain coaching logs for both developmental, as well as disciplinary meetings Display fluent knowledge in Customer Care processes executed by Customer Service Representatives including: Ability to process all customer orders received by: EDI, telephone, fax, email, and mail through order entry systems (SAP, Web Portals) efficiently and error free. Ability to manage customer inquiries, including but not limited to: order status, product information, stock availability, delivery and shipment information, freight quotes, account status, sales programs, referral to local Tarkett Distributors or other Departments (billing, credit, freight), as well as product line knowledge. Act as a subject matter expert (SME) by answering transactional questions from the team, and solving complicated issues. Lead the onboarding of new distributors as well as train the CSR’s to support new distributors Handle escalated calls from the team when the customer requests next level intervention. Work with CSM to help foster positive relationships with both internal and external customers to improve the customer experience. Help to balance workload by assisting team members with their daily account activities when they fall behind, or are away from the office. Ensure assigned team resolves customer issues in a timely manner including: claims, complaints and more complex service requests. Represent Customer Service in interdepartmental projects and activities to include: Work with Planners and Transportations to coordinate shipments and loads Work with Logistics team daily to troubleshoot, research, and resolve issues Hold weekly/monthly Distributor meeting to discuss lead time, delays, distributor concerns, project orders, and overall company performance to ensure customer satisfaction Proactively work with Planning teams to ensure materials are completed for projects in a timely manner (OTIF) Participate in 360 Meetings with Distributor, Sales, Customer Service to ensure open dialogue between parties Take special project order requests from RVP’s, DVP’s, etc. and see them through Own quantity contracts: Keep up with how many we have, inventory, and who is responsible for monitoring ·Manage all National Accounts: Ensure they are getting the appropriate amount of attention and information needed to process is received Manage Business Manager Sales Orders (BMSO) to ensure they are being entered and inventory is maintained for specific accounts Monitor and track all CRM Mailboxes to ensure response time to customers; weekly reporting of activity Act as the manager in the absence of the CSM. All other duties as assigned.

Requirements

• Bachelor’s degree in Business or related field preferred.
• Minimum of five years of experience in an account management, or business-to-business customer service role.
• At least one year of experience in a supervisory role with multiple direct reports.
• Ability to apply problem solving techniques to resolve advanced customer issues.
• Strong customer orientation.
• Ability to motivate teams and set the example as a strong team player.
• Ability to work effectively with cross-functional departments including but not limited to Pricing, Sales, Administration, Logistics, Finance, Quality, Marketing, Distribution and Field Sales Force.
• Intermediate-expert user of MS Office.
• Excellent computer navigation skills required.
• Ability to operate with little direction.
• Positive and energetic attitude.
• Embraces change.

Nice To Haves

• Exposure to ERP/SAP preferred.

Responsibilities

• Apply policies, procedures, and guidelines appropriately and set the example for communication skills, work ethic, and judgment.
• Own continuity of customer care for your team through coordination and approval of team member vacation schedules, ensuring coverage at all business times, and resolving escalated issues.
• Conduct regular 1 on 1 communications with assigned team members to ensure understanding and achievement of goals, to include weekly call calibrations results.
• Work with Customer Service Manager to create and administer development plans where necessary.
• Lead, motivate, and develop customer service team to deliver exceptional service.
• Help identify training gaps and work with CSM to designate necessary training to support team
• Perform reporting activities and root cause analysis to identify issues and propose a course of action
• Assign LinkedIn Learning courses and monitor completion of team members
• Manage reporting for the department to include: Run weekly reports to track CRM resolved cases, resolved rate, and response times Run ININ reports to track call abandonment, average handling time, response time, etc.
• Monitor weekly deduction reports to resolve open statements with AP
• Track KPI’s on time to resolve deductions, freight damage, lost in transit, incorrect sold to or billed to detail
• Review order book details and order intake report daily
• Monitor and analyze Deduction RCA, OTIF RCA, credit request approvals. Work with teams to evaluate root cause and determine next steps.
• Utilize progressive discipline to manage personnel issues, with CSM assistance
• Maintain coaching logs for both developmental, as well as disciplinary meetings
• Display fluent knowledge in Customer Care processes executed by Customer Service Representatives including: Ability to process all customer orders received by: EDI, telephone, fax, email, and mail through order entry systems (SAP, Web Portals) efficiently and error free.
• Ability to manage customer inquiries, including but not limited to: order status, product information, stock availability, delivery and shipment information, freight quotes, account status, sales programs, referral to local Tarkett Distributors or other Departments (billing, credit, freight), as well as product line knowledge.
• Act as a subject matter expert (SME) by answering transactional questions from the team, and solving complicated issues.
• Lead the onboarding of new distributors as well as train the CSR’s to support new distributors
• Handle escalated calls from the team when the customer requests next level intervention.
• Work with CSM to help foster positive relationships with both internal and external customers to improve the customer experience.
• Help to balance workload by assisting team members with their daily account activities when they fall behind, or are away from the office.
• Ensure assigned team resolves customer issues in a timely manner including: claims, complaints and more complex service requests.
• Represent Customer Service in interdepartmental projects and activities to include: Work with Planners and Transportations to coordinate shipments and loads Work with Logistics team daily to troubleshoot, research, and resolve issues
• Hold weekly/monthly Distributor meeting to discuss lead time, delays, distributor concerns, project orders, and overall company performance to ensure customer satisfaction
• Proactively work with Planning teams to ensure materials are completed for projects in a timely manner (OTIF)
• Participate in 360 Meetings with Distributor, Sales, Customer Service to ensure open dialogue between parties
• Take special project order requests from RVP’s, DVP’s, etc. and see them through
• Own quantity contracts: Keep up with how many we have, inventory, and who is responsible for monitoring ·Manage all National Accounts: Ensure they are getting the appropriate amount of attention and information needed to process is received
• Manage Business Manager Sales Orders (BMSO) to ensure they are being entered and inventory is maintained for specific accounts
• Monitor and track all CRM Mailboxes to ensure response time to customers; weekly reporting of activity
• Act as the manager in the absence of the CSM.
• All other duties as assigned.

Benefits

• A commitment that Safety is #1
• Competitive benefits, pay, and retirement plan options!
• Career growth, stability, and flexible work arrangements.
• Responsible Manufacturing – Protecting Our Planet for the Future We utilize renewable energy and a closed loop recycled water process. We are committed to reducing greenhouse emissions and water consumption.
• We are the only flooring company recognized by the Asthma and Allergy foundation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees