Customer Service Team Supervisor / Lead

Omya • Cincinnati, OH

80d

About The Position

Supervise the functions, activities, and personnel of the Customer Service Department serving the plants, external warehouse sites within country and their customers, to achieve service quality standards and client satisfaction. Ensure all functions within Customer Service, including SAP quotations, pricing, order processing and accurate invoicing procedures are performed in accordance with existing procedures and in compliance with customer requests.

Requirements

• Bachelor's degree in Business or Supply Chain or equivalent experience.
• At least 5 years of customer service experience in a manufacturing environment.
• Prior supervisory experience is preferred in a fast-paced team environment.
• High degree of customer focus and excellent interpersonal, communication and organizational skills.
• Above average knowledge of computerized business systems.
• Strong problem-solving skills and ability to work well under pressure.
• Excellent communication skills both written and verbal.
• SAP experience strongly preferred.
• Must possess current US employment authorization; sponsorship not available for this position.

Responsibilities

• Monitor all aspects of the Customer Service Department's performance.
• Approve time cards and monitor employee attendance.
• Approve vacations and customer and plant visits while providing adequate departmental coverage.
• Train new employees and coordinate cross-training with internal Omya departments and plants.
• Develop and update Customer Service training programs.
• Review, update and revise departmental procedures and ensure they are being followed.
• Provide recommendations to the Manager of Customer Service for changes to existing procedures.
• Complete and conduct yearly Employee Performance Reviews in conjunction with the Manager of Customer Service.
• Provide regular feedback to CSR's regarding their performance.
• Conduct initial interviews with potential employees and make recommendations to the Manager of Customer Service.
• Work with Human Resources to narrow the selection, choose a final candidate and make an offer to hire.
• Generate and maintain relevant documentation regarding poor performing employees.
• Motivate staff to extract a high level of productivity and a healthy team environment.
• Provide guidance and direction to staff in all areas of the Customer Service job function.
• Evaluate cost-efficient methods of supplying and sourcing customers in conjunction with Sales and Logistics.
• Confirm all procedures established with the external answering service are performed to ensure customer satisfaction after hours.
• Coordinate setup and maintenance of customer SAP quotations.
• Oversee offers creation and calculations and send offers to customers in cooperation with the relevant Sales Representative.
• Communicate with Sales group to ensure customer pricing is approved in the system.
• Coordinate the input of customer orders into SAP and ensure order accuracy through invoicing daily review.
• Coordinate and handle setup of customer product trials and samples.
• Develop rapport with customers and communicate order requirements to the plants.
• Generate customer prioritization lists for respective shipping departments based on shipping plans.
• Coordinate the setup of ERS/EDI and SAP customers.
• Monitor OmyaStar replenishment order system and railcar performance.
• Investigate and resolve customer complaints and ensure complete customer satisfaction.
• Ensure proper complaints closure in the system in a timely manner.
• Complete and obtain timely Sales approval for product deviations.
• Liaise with plant Quality managers on changes to customer specifications.
• Supervise month-end close functions related to Customer Service.
• Approve Credits, Debits and Returns upon review.
• Liaise with Finance on specific customer issues when necessary.
• Maintain Rebates in SAP based on customer contracts.
• Handle specific customer account responsibility as required.
• Participate in Sales Meetings and Interdepartmental meetings if required.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees