Customer Service Supervisor

Balco, Inc. • Wichita, KS

3d • Onsite

About The Position

Balco, part of CSWI’s Engineered Building Solutions segment, manufactures architectural building products and related firestopping and smoke-rated products. The Customer Service Supervisor supports Balco’s customer service operations and helps the team meet or exceed customer requirements. The role is based in the company’s Wichita, Kansas office, and employees must be present in the office when scheduled.

The supervisor maintains product pricing in ERP systems, provides special pricing, supports Customer Service and related departments, monitors customer inquiries and order statuses, and helps resolve service challenges. The role also provides team guidance, holds meetings and one-on-ones, manages employee time off and hours, backs up Customer Service functions, and audits work instructions. Candidates must pass a background check and drug screen after receiving an employment offer.

Requirements

• High school diploma or equivalent.
• At least 3 years of experience in a customer service role using an online ordering platform and providing technical support.
• Experience troubleshooting technical problems and providing solutions.
• Experience using Microsoft Suite, Crystal Reports, and ERP software.
• Ability to communicate professionally and effectively, orally and in writing.
• Positive, solution-oriented attitude and passion for helping others.
• Ability to develop and maintain strong relationships with clients and team members.
• Ability to maintain composure during difficult conversations.
• Ability to multitask and prioritize in accordance with business needs.
• Technical aptitude and ability to use Microsoft Suite programs and an ERP system and run reports.
• Must pass a background check and drug screen after receiving an employment offer.
• Must have finger dexterity and be able to reach, bend, kneel, and crouch occasionally.
• Must be able to safely lift 40 pounds.

Nice To Haves

• Post-secondary technical education.
• Experience working with or in architectural, construction, or engineering firms, or similar.

Responsibilities

• Support and follow Balco, Inc.’s Quality Policy and applicable procedures and work instructions.
• Initiate preventative and corrective actions for product or process problems and offer solutions.
• Maintain and add product pricing in ERP systems as needed.
• Provide special pricing for representatives and Customer Service as needed.
• Provide guidance and support for Customer Service, Production, Supply Chain, and Project Detailing.
• Collaborate with other departments to resolve service-related challenges.
• Monitor group email inboxes for customer inquiries.
• Monitor order statuses to ensure Customer Service does not cause delays.
• Lead team meetings as needed.
• Meet one-on-one with employees to provide consistent feedback.
• Approve employee time off and hours to meet customer expectations.
• Provide backup for Customer Service Architectural and Firestop as needed.
• Audit and update work instructions as necessary.
• Follow company values and safety rules and regulations.
• Perform other duties as directed or required.

Benefits

• Competitive salary with an annual pay increase.
• Comprehensive health, dental, vision, and life insurance.
• 401(k) with company match on 6%.
• Paid time off, including holidays and vacation.
• Employee Stock Ownership Plan (ESOP).
• Annual Performance Bonus Program.
• Employee discounts.
• Tuition reimbursement.
• Paid parental leave.
• HSA contributions.
• EAP Program.
• Referral bonus.
• Flexible schedule: 40-hour week, with a Monday–Thursday schedule of 9 hours per day and a 4-hour Friday.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED