Supervisor - Customer Service

Carpenter Technology Corporation•Raleigh, NC

23h

About The Position

Carpenter Technology Corporation is a leading producer and distributor of premium specialty alloys, including titanium alloys, nickel and cobalt based superalloys, stainless steels, alloy steels and tool steels. Carpenter Technology’s high-performance materials and advanced process solutions are an integral part of critical applications used within the aerospace, transportation, medical and energy markets, among other markets. Building on its history of innovation, Carpenter Technology’s wrought, and powder technology capabilities support a range of next-generation products and manufacturing techniques, including novel magnetic materials and additive manufacturing. Principal Purpose of Position: • Manage and improve the operations including business systems, processes, and policies in support of customer satisfaction and corporate goals. • Manage and increase the effectiveness and efficiency of the support services through improvements to each function (quoting, order entry, invoicing, etc) as well as the coordination and communication between support and business functions. • Drive initiatives that contribute to overall customer satisfaction and operational excellence. • Develop and sustain effective and mutually beneficial relationships with Business Units, Logistics, Purchasing, Sales Force, International Operations, Credit, Planning, Manufacturing, Quality, and Finance. • Works within and in conjunction with above departments and to identify training initiatives, continuous operational improvement activities in support of overall business objectives, cost reductions, and customer satisfaction initiatives. • Provide a leadership role in daily problem solving to mitigate risk and customer dissatisfaction. • Create and lead a positive enthusiastic work environment that is team-oriented, customer focused and quality driven. • Accountable for re-engineering department to meet changing organizational and business needs. • Provide technical and functional expertise to assist team, customers, and inter departmental resources with various levels of problem resolution. • Ownership of talent selection, growth and development, succession planning and ongoing departmental performance management by providing strong leadership and coaching. • Development and maintenance of departmental metrics. • Accountable for the adherence to departmental processes and the compliance with corporate and regulatory guidelines as well as customer service best practices. • Perform all other duties and special projects as assigned. General Profile • Coordinates and supervises the daily activities of business support, technical or production team. • Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors. • Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. • Typically, does not perform the work being supervised; supervises a minimum of two employees. Safety and Citizenship • Ensures a safe workplace. • Promotes ways to improve the quality of life and protect the environment in the communities in which the Company does business. Accountability • Accountable for the performance of a shift, team or unit.

Requirements

High School diploma required.
Require 4 years of account management and prefer a minimum of 2 years people management.

Nice To Haves

Prefer a Two to Four-year degree from an accredited institution.

Responsibilities

Manage and improve the operations including business systems, processes, and policies in support of customer satisfaction and corporate goals.
Manage and increase the effectiveness and efficiency of the support services through improvements to each function (quoting, order entry, invoicing, etc) as well as the coordination and communication between support and business functions.
Drive initiatives that contribute to overall customer satisfaction and operational excellence.
Develop and sustain effective and mutually beneficial relationships with Business Units, Logistics, Purchasing, Sales Force, International Operations, Credit, Planning, Manufacturing, Quality, and Finance.
Works within and in conjunction with above departments and to identify training initiatives, continuous operational improvement activities in support of overall business objectives, cost reductions, and customer satisfaction initiatives.
Provide a leadership role in daily problem solving to mitigate risk and customer dissatisfaction.
Create and lead a positive enthusiastic work environment that is team-oriented, customer focused and quality driven.
Accountable for re-engineering department to meet changing organizational and business needs.
Provide technical and functional expertise to assist team, customers, and inter departmental resources with various levels of problem resolution.
Ownership of talent selection, growth and development, succession planning and ongoing departmental performance management by providing strong leadership and coaching.
Development and maintenance of departmental metrics.
Accountable for the adherence to departmental processes and the compliance with corporate and regulatory guidelines as well as customer service best practices.
Perform all other duties and special projects as assigned.
Coordinates and supervises the daily activities of business support, technical or production team.
Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors.
Ensures a safe workplace.
Promotes ways to improve the quality of life and protect the environment in the communities in which the Company does business.
Accountable for the performance of a shift, team or unit.