Position Overview:The Customer Service Supervisor will be a key point of contact for customers and will act as an interface between the customers and HM Cragg. The CSR will provide customer support and perform end to end order management duties from time of purchase order receipt to invoice collection, including entering orders in vendor portals, handling order status inquiries, providing shipping information, and vendor follow-up. The Customer Service Supervisor will also be responsible for managing a team of customer service representatives (CSR's).Reporting Relationship: The Customer Service Supervisor reports to the Accounting ManagerResponsibilities/Accountabilities:Adhere to and reinforce customer service policies and proceduresPerform daily operations including: Enter new orders in ERP business systemEnter new orders into vendor portalsRespond to customer inquiries on order statusCapture and forward customer inquiries on warranty issues to salespeopleTrack product ship dates in vendor portalsUpdate customers of ship date changesGenerate and send invoices to customersCommunicate with customers on collectionsTrack and report relevant data to determine customer service outputs and other business resultsStrengthen customer relationships through excellent customer service skillsAssist outside and inside sales team as neededHandle customer complaints; escalate as appropriatePlan and prioritize collection tasksEnsure compliance with sales tax proceduresCollaborate with the CSRs by assisting with order entry, invoicing and other miscellaneous tasks as needed Coordinate/communicate with service group on orders that contain both product and serviceSupervise and manage the Customer Service (CSR) team for all day-to-day operations, issue/conflict resolution and process improvement.Perform other duties and projects as assignedSkills/Knowledge:Customer service focusExceptional listener and communicator who effectively conveys information verbally and in writing Excellent problem-solving skillsExcellent planning and organizational skillsHigh attention to detailPatience, confidence, and tact while dealing with complex issuesAbility to quickly adapt to changes in priorityAbility to work independentlyResourceful team player who excels at building trusting relationships with customers and colleaguesAbility to manage the Customer Service RepresentativesPersonal Attributes:Demonstrates honesty and integrity in work and relationshipsDemonstrates servant leadership principles with internal/external customers and suppliersDemonstrates innovation/creativity in workPossesses strong work ethic and takes ownership of both company and client goals/objectivesFocused on understanding, meeting and exceeding customer expectationsFocused on collaboration and team work for the mutual success of the company and its employeesTravel Expectations:Minimal travel may be required between our officesPosting Qualifications:High school diploma or equivalent2-4 years customer service experiencePrevious experience managing a team requiredOrder Management experience highly preferredKnowledge of customer service principles and practicesSome industrial business to business product knowledge is preferredProficient in using Microsoft Suite of products including Excel, Word and PowerPointProven written and oral presentation skillsERP and/or CRM software experienceWillingness to be trained on and then occasionally use material handling equipment desired, but not required