Customer Service Supervisor

Howmet Aerospace•Waco, TX

22h

About The Position

Supervise the operation of the customer service department. Responsibilities Provides oversight and direction to a team of Customer Service Representatives (CSRs) Works closely with General Manager to set goals for customer service department performance to support the Company strategy Supports and leads necessary departmental change to respond flexibly and positively to changing customer requirements Continuously evaluates and improves department processes to increase accuracy, reduce labor and improve response times to internal and external customers Monitor employee performance and provide constructive feedback and coaching as needed Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to team members Maintain timekeeping and personnel records Pass on information from upper management to employees and vice versa Prepare and submit employee performance evaluations Decide on reward and promotion based on performance Address employee issues through coaching, counseling and corrective discipline, if the need arises Interfaces with various Managers and others within the organization to resolve issues, correct problems and ensure timely resolution of customer concerns Ensures and facilitates close alignment of customer service with plant operations, sales and marketing and customers to understand and communicate requirements around product, process, problems and resolutions, deliveries and changes to all. Advises Marketing Department and outside sales personnel of significant information learned in customer interactions Provide process leadership for order entry, EDI, E-Commerce, import export compliance, trade management, price management and compliance activities Monitors customer service daily reports and acts accordingly Supports and directs Customer Service department with special projects/assignments, i.e. pricing/surcharge implementations, revenue ASATs (self audit) Ensures that all work activities are performed in accordance with established safety and environmental standards Organize department workflow and ensure that employees understand their duties or delegated tasks, and ensures department workflow is documented clearly and adhered to Oversees the hiring and training of new employees Ensure adherence to legal and company policies and procedures, particularly IMEX and ASAT requirements Maintains full compliance and conducts all activities in accordance with Company policies and procedures.

Requirements

High school diploma or GED required
Minimum three (3) years of customer interaction or marketing experience
Must possess very strong communication skills (oral, written, etc.)
Employees must be legally authorized to work in the United States.
Verification of employment eligibility will be required at the time of hire.
This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status.
ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Nice To Haves

Bachelor's degree in relevant field from an accredited institution preferred
Experience supervising a team of Customer Service Representatives, preferred
Customer Service experience in a Manufacturing or Distribution environment, preferred

Responsibilities

Provides oversight and direction to a team of Customer Service Representatives (CSRs)
Works closely with General Manager to set goals for customer service department performance to support the Company strategy
Supports and leads necessary departmental change to respond flexibly and positively to changing customer requirements
Continuously evaluates and improves department processes to increase accuracy, reduce labor and improve response times to internal and external customers
Monitor employee performance and provide constructive feedback and coaching as needed
Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to team members
Maintain timekeeping and personnel records
Pass on information from upper management to employees and vice versa
Prepare and submit employee performance evaluations
Decide on reward and promotion based on performance
Address employee issues through coaching, counseling and corrective discipline, if the need arises
Interfaces with various Managers and others within the organization to resolve issues, correct problems and ensure timely resolution of customer concerns
Ensures and facilitates close alignment of customer service with plant operations, sales and marketing and customers to understand and communicate requirements around product, process, problems and resolutions, deliveries and changes to all.
Advises Marketing Department and outside sales personnel of significant information learned in customer interactions
Provide process leadership for order entry, EDI, E-Commerce, import export compliance, trade management, price management and compliance activities
Monitors customer service daily reports and acts accordingly
Supports and directs Customer Service department with special projects/assignments, i.e. pricing/surcharge implementations, revenue ASATs (self audit)
Ensures that all work activities are performed in accordance with established safety and environmental standards
Organize department workflow and ensure that employees understand their duties or delegated tasks, and ensures department workflow is documented clearly and adhered to
Oversees the hiring and training of new employees
Ensure adherence to legal and company policies and procedures, particularly IMEX and ASAT requirements
Maintains full compliance and conducts all activities in accordance with Company policies and procedures.