Customer Service Supervisor (30048)

PENTAGON TECHNOLOGIES GROUP INC•Portland, OR

22d•$67,000 - $75,000•Onsite

About The Position

As a Customer Service Supervisor at Pentagon, you will support both our customers and the customer service team by overseeing daily operations, handling escalations, and ensuring accurate order information by collaborating with our different departments. The position requires strong communication skills and a solid understanding of plant operations and customer expectations, with the flexibility to step in for the Customer Service Manager when needed.

Requirements

High school diploma or general education degree (GED).
Leadership ability or supervision experience.
Basic computer skills and proficiency in email, word processing, and spreadsheet functionality.
Must possess the abilities to multitask and work well under pressure.
Have clear verbal and written communication skills.
Ability to read and interpret customer and internal documents such as purchase orders, shipping manifests, packing slips, and written procedures in English.
Ability to understand customer’s open order reports and provide feedback.
Ability to speak effectively before groups of customers or employees of organization.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
A thorough understanding of plant operations and structure, as well as the ability to interpret queries and comments to assure that customer related issues are directed to the correct department and resource.
Ability to understand and follow operating procedures as assigned to the department to assure consistent, reliable, and timely responses of non-conformance or plant process issues
Ability to handle and/or resolve conflicts in a professional and courteous manner.

Responsibilities

Act as a positive example for the customer service team when dealing with customers as well as any internal communications.
Evaluate customer service representative workloads and provide recommendations for when a rebalance is required.
Train customer service representatives by teaching them best practices, offering feedback and providing excellent customer satisfaction.
Attend daily site level meetings, production planning and customer escalations to ensure quality customer service.
Perform customer service representative duties and respond to customer inquiries on a regular basis.
Serve as an internal coordinator or focal point for order information between Engineering, Quality, Production, Sales and Finance.
Become well versed with customer portals and expectations, to include the ability to provide site customer service coverage.
Monitor customer’s open order reports to ensure our customers are given accurate information.
Be able to help cover the Customer Service Manager, when needed.
Other duties as assigned by the Customer Service Manager and the Director of Operations.