Customer Service Supervisor

Genuine Parts Company•Birmingham, AL

About The Position

Under limited supervision, the Customer Service Supervisor oversees the daily planning and tasks of the Customer Service Representatives. This role allocates work and provides feedback to the Customer Service Representatives.

Requirements

Typically requires a bachelor's degree and three (3) to five (5) years of related experience.
Leadership, communication, relationship and people management skills required
Analytical and mathematic skills required
Financial acumen required
Reliability, organization and attention to detail required
Customer relations skills including but not limited to skillful listening, presentation, strong critical thinking and problem solving

Nice To Haves

Utilize lean tools and methodology.

Responsibilities

Monitors and evaluates performance metrics.
Observes, ask questions, and coaches employees to detect variations and improve quality and productivity measures. Put corrective actions in place.
Identifies training needs and conducts training on operating procedures and other work guidelines.
Maintains a high level of communication with internal departments (e.g., Purchasing, Accounts Receivable) and coordinate with Outside Sales, Operations, and division leadership to achieve division goals.
Create and/or improve department processes in conjunction with other areas. Facilitate change. Utilize lean tools and methodology.
Provide assistance and guidance to Customer Service Representatives and Account Representatives.
Facilitate communications on inquiries and orders; expedite orders/quotes; update customers as needed.
Coordinates approval on pricing levels that deviate from system pricing and RMA/CM requests.
Ensures Customer Service Representatives follows ISO/quality guidelines and manages daily reporting.
Provides buy/sell guidance on non-stock inquiries.
Performs the duties of a Customer Service Representative at times for customer responsiveness.
Performs other duties as assigned.