Customer Service Supervisor

Composites One•Goshen, IN

About The Position

As a Customer Service Supervisor, you will be responsible for supervising and assisting in the coordination of the overall activities of a Distribution Center’s Customer Service team. In partnership with the Customer Service Manager (CSM), responsible for coaching and development of the Customer Service team for continuous improvement in overall performance. Within your role, you will directly manage a base of key accounts (60% of the role). You will be accountable for adhering to and promoting Company Core Values by performing duties in a manner consistent with being a team leader and driving Stellar Service principles while supporting the continued growth of the company.

Requirements

3+ years of Customer Service experience in a non-retail environment
Proficient in MS Office, including Word, Excel, Outlook, Teams
Ability to learn internal systems (e.g., SAP)

Nice To Haves

Prior leadership experience preferred
Experience in a business-to-business account support and distribution role strongly preferred
Bachelor's degree in business administration or related field preferred

Responsibilities

Leads, supervises, and motivates the Customer Service team.
Facilitates performance objectives, training plans, strategic planning, and goals set for the Customer Service team.
Regularly monitors interaction between Customer Service Representatives (CSRs) and customers to ensure a congruent approach with Stellar Service techniques; provides direct feedback and outlines recommendations for improvement, as necessary.
Identifies Best Practices within the Customer Service system and shares internally and externally, as appropriate.
Provides regular updates on team members’ performance to the CSM, assists with hiring and performance reviews.
Communicates standard operating procedures to improve the efficiency of the Customer Service team while enhancing the customer experience.
Provides coverage for the department when team members are out of the office.
Drives and facilitates the order fulfillment process.
Ensures that the Customer Service team is consistently following standard operating procedures and established company guidelines.
Builds customer relationships and gains insight on sales-related issues pertaining to the performance of the team by participating in customer visits.
Directly manages a number of key accounts; leads by example in providing top-notch customer service for these customers.
Serves as an interdepartmental liaison between customer service, warehouse, delivery, sales, and purchasing to resolve customer-related issues and enhance organizational efficiency.
Drives and monitors fill rates; continuously pursues improved customer satisfaction.
Works cross-functionally to move obsolete or slow-moving inventory.
Works with the Customer Service team to engage buyers, sales, and transportation resources to identify cost-effective solutions that will help meet/exceed customer expectations.
Works with the credit team to resolve credit-related issues to eliminate service failures in the order fulfillment process.