Customer Service Supervisor

Job DescriptionJob Description

POSITION SUMMARY: The Customer Service Supervisor supervises, leads and trains the Clerical/Customer Service Supports while building a strong team to accomplish the desired results. The Customer Service Supervisor will develop and implement standards and processes as well as ensure that they are being enforced. The Customer Service Supervisor will also perform at a high level of accuracy and must be meticulous and organized.

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PERFORMANCE MEASURES - MAJOR JOB OBJECTIVES

Major Job Objective

What's Expected

Supervise

· Supervising day-to-day operations in the customer service department.

· Create, train, and enforce Standard Operating Procedures (SOPs) for the Customer Service Department.

· Oversee and assess customer service employees' activities and provide them with on-going performance-related feedback.

· Identify opportunities for operational improvements and implement solutions.

· Daily review and reconciliation of the Orders Shipped Not Invoiced Report.

· Develop processes and procedures to improve order accuracy, product, invoicing, lead times, and other terms and conditions.

· Investigate customer issues/problems and create mutually beneficial solutions.

· Maintain documentation pertaining to the activities of the Customer Service Department.

· Monitors and evaluates staff performance.

· Troubleshoot customer complaints and provide effective resolutions to ensure customer satisfaction and retention.

· Provide direct employee and/or customer support for complicated or critical issues.

· Validate new customer set up and existing customer changes

· Support and build out the Customer Relationship Management module.

· Familiar with various methods of retail order submission including EDI, VMI, Vendor Portals (i.e. Retail Link), PDF/email or phone/fax.

Customer Service

· Update company lists, which include but are not limited to shipping, contacts, receiving, and forms.

· Answer and distribute customer inquiries via phone and email.

· Prepare samples and company "swag" for mailing per customer request.

· Process incoming orders utilizing the Acumatica System.

· Prepare and/or distribute timely, accurate information about incoming customer order status.

· Notify production and sales when large orders are received.

· Once the full order has been closed, please save.

Customer Accounting

· Oversee and assist with recovery of unauthorized deductions

• • Internally investigate deduction and assign reason codes
  • Request remittance advice and other documentation as needed to reconcile payment discrepancies
  • Follow the retailers' dispute process to challenge and escalate invalid deductions
  • Identify patterns and work with Sales and other internal teams to proactively prevent future deductions.

Administrative

· Coordinate meetings w/Clerical/Customer Support as needed and record minutes of those meetings.

· Provide weekly updates with the Production Team, Director Sales/Technology, CEO and others that need to be in attendance. Industrial Sales, Retail Sales

· Help to achieve team goals and daily production targets.

Food Safety & Quality/Legal Requirements

· Comply with all food safety, quality, and legal requirements written in each SOP pertaining to job duties.

· Report any infractions of food safety, quality, or legality to supervisor.

OTHER JOB FUNCTIONS:

• Participate in team meetings and make recommendations to increase productivity.
• Participate in continuing education classes and any training courses being offered
• Maintain confidentiality and dispose of sensitive information properly.
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Working knowledge of Office 365 and Microsoft GP and Acumatica.
• Excellent communication and prioritization skills.
• Strong attention to detail and excellent organizational skills required.
• Must have the ability to multi-task and problem solve in a fast paced and deadline driven environment.
• Work as part of a team/be a team player.
• Strong organizational skills.
• Strong Customer Service skills, flexible and can adapt to change with ease.
• Ability to work well and professionally with the public.
• Ability to maintain professionalism and a positive service attitude at all times.
• Ability to follow written and verbal instructions.
• Pay close attention to detail.
• Ability to work in a high-speed manufacturing environment.
• Time management skills.

EDUCATION:

Bachelor's degree in Business Administration or related field.

EXPERIENCE:

Five (5) to Seven (7) years of supervisory experience in a similar position. Seven (7) to ten (10) years of experience working with Customer Relations Management (CRM) Software. Acumatica and/or Salesforce is a plus.

POSITIONS SUPERVISED:

Clerical/Customer Service Supports

TOOLS/EQUIPMENT/MACHINES USED:

Computer, copy machine, fax machine, laptop, postage machine, printer, Nortel phone system

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

Normal office conditions apply. Employees must have clear, close vision for reading and computer work. Must be able to sit, stand, walk, balance, stoop, grasp, talk, hear and operate computer keyboard. Job may require reaching shoulder level and below waist. Will occasionally lift/push/pull up to 20 pounds and carry objects.