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 Manager
Responsibilities/Accountabilities:
Adhere to and reinforce customer service policies and procedures
Perform daily operations including:
Enter new orders in ERP business system
Enter new orders into vendor portals
Respond to customer inquiries on order status
Capture and forward customer inquiries on warranty issues to salespeople
Track product ship dates in vendor portals
Update customers of ship date changes
Generate and send invoices to customers
Communicate with customers on collections
Track and report relevant data to determine customer service outputs and other business results
Strengthen customer relationships through excellent customer service skills
Assist outside and inside sales team as needed
Handle customer complaints; escalate as appropriate
Plan and prioritize collection tasks
Ensure compliance with sales tax procedures
Collaborate 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 service
Supervise 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 assigned
Skills/Knowledge:
Customer service focus
Exceptional listener and communicator who effectively conveys information verbally and in writing
Excellent problem-solving skills
Excellent planning and organizational skills
High attention to detail
Patience, confidence, and tact while dealing with complex issues
Ability to quickly adapt to changes in priority
Ability to work independently
Resourceful team player who excels at building trusting relationships with customers and colleagues
Ability to manage the Customer Service Representatives
Personal Attributes:
Demonstrates honesty and integrity in work and relationships
Demonstrates servant leadership principles with internal/external customers and suppliers
Demonstrates innovation/creativity in work
Possesses strong work ethic and takes ownership of both company and client goals/objectives
Focused on understanding, meeting and exceeding customer expectations
Focused on collaboration and team work for the mutual success of the company and its employees
Travel Expectations:
Minimal travel may be required between our offices
Posting Qualifications:
High school diploma or equivalent
2-4 years customer service experience
Previous experience managing a team required
Order Management experience highly preferred
Knowledge of customer service principles and practices
Some industrial business to business product knowledge is preferred
Proficient in using Microsoft Suite of products including Excel, Word and PowerPoint
Proven written and oral presentation skills
ERP and/or CRM software experience
Willingness to be trained on and then occasionally use material handling equipment desired, but not required