The Customer Service Supervisor is responsible for leading and developing the PPS Americas Customer Service team to deliver exceptional support to domestic and international customers while driving profitable aftermarket growth. This role oversees team performance, customer relationships, order management, and spare parts sales activities to ensure timely, accurate, and high-quality service. The position works closely with regional sales managers, top customers, and internal stakeholders to identify growth opportunities, support strategic sales initiatives, and enhance customer satisfaction through the NBS Next framework.
ESSENTIAL JOB DUTIES & RESPONSIBILITIES
- Supervises the Americas Customer Service team, including interviewing, hiring, and training employees; planning and assigning work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Harmonizes front end processes across product portfolio to ensure consistency and efficiency.
- Provides customer service support to domestic and international customers and regional sales managers.
- Supports Aftermarket part sales, communicates with customers regularly following our NBS Next initiatives and policies (including minimum order values) and issues quotations.
- Establishes and maintains Top Customer contact and works closely with Customer Service representatives to guarantee prompt and quality responses to customers, leveraging the NBS Next framework.
- Oversees the order entry process to ensure entries are completed correctly and in a timely manner.
- Partners with Aftermarket & Customer Service Manager to develop the annual spare parts sales plan, including pricing strategies, profitability goals and simplification of the parts offering utilizing the strategic discipline data.
- For Top Customers, works with the team to create and maintain action plans to win, support, and, where necessary, recover lost opportunities.
- Identifies growth opportunities that can generate sustainable, profitable growth, quantifies, and reports them to management for evaluation.
- Keeps simplification at the core of the role and constantly looks for ways to reduce non-value-added activities and reduce complexity.
- Any other duties that may reasonably be assigned.
EDUCATION & EXPERIENCE REQUIREMENT
Detail-oriented, self-starter with strong communication and organizational skills. The successful candidate will have a proven ability to multitask and work collaboratively as well as independently in a dynamic and entrepreneurial environment. The required qualifications for this position are as follows:
- Experience in customer service or a sales support role, or related technical experience
- Excellent oral and written communication skills
- Demonstrated accountability skills with customers, consistent follow-through with customer requests, and maintaining time commitments
- Proficiency with Microsoft Office Products, including Word, Excel, and PowerPoint
- Experience with CRM, such as C4C, preferred
SKILLS & ABILITIES
- Must have strong people skills to interact with customers, suppliers, and co-workers in a team-based environment.
- Must have the ability to manage multiple tasks and work independently with minimal direction.
- Must have good communication skills, including written, verbal, and listening.
WORKING CONDITIONS & PHYSICAL DEMANDS
Office environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.
TRAVEL REQUIRED
Minimal
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