Supervisor, Customer Service

Each day we dedicate ourselves to treating each other, our customers and our community with care and respect.

Purpose
This role is tasked with leading a team of Sales Support Representatives (ISRs) dedicated to fostering an exceptional customer experience.

Primary Responsibilities:

Team Leadership and Development

• Recruits, supervises, evaluates, inspires, and cultivates a high-performing team to ensure alignment with organizational goals and objectives.
• Administers performance evaluations in accordance with the company's Performance Management Program, delivering objective, constructive feedback on employee performance, identifying training needs, highlighting areas for growth, and assessing potential for advancement within the organization.
• Designs and implements individualized development plans through consistent coaching, mentorship, and cross-training initiatives.
• Fosters a collaborative and dynamic team culture to sustain elevated performance levels.
• Champions the continuous improvement framework within the sales support representative team to enhance operational efficiency and effectiveness.

Sales Support Oversight

• Ensures the sales support team proactively meets customer expectations through professional correspondence, comprehensive quotations, precise order fulfillment, and timely delivery of products and services tailored to client specifications.
• Establishes and enforces quoting and order processing standards to deliver a consistent, exceptional customer experience while maintaining team adherence to these protocols.
• Conducts regular audits of completed ISR activities to verify accuracy, responsiveness, and alignment with service excellence benchmarks.

• Provides accurate and timely analysis of key performance indicators (KPIs) via dashboards to reinforce the company's customer service vision and uphold efficient, high-quality service delivery. Metrics include quote turnaround time, sales order entry accuracy, and responsiveness.
• Performs periodic process audits and drives actionable improvements to optimize workflows.
• Compiles and presents financial and sales performance data to Business Unit leadership and internal stakeholders with clarity and precision.

Operational Excellence

• Maintains a deep understanding of TDW Western Hemisphere product offerings, technologies, performance specifications, limitations, and applications.
• Sustains technical proficiency through ongoing professional development and self-directed learning.
• Promotes continuous improvement across processes, team performance, customer responsiveness, interdepartmental relationships, and communication strategies.
• Collaborates with Sales Leadership, Legal Counsel, and Quality and HSE Departments to address contractual obligations and mitigate business risks effectively.

• Bachelor's Degree required, with a preference for Engineering, Business Management, or Sales/Commercial disciplines preferred.
• Minimum of five years in a supervisory capacity in the oil and gas pipeline industry preferred.
• Exceptional organizational skills, with a proven ability to manage time and allocate resources effectively.
• Demonstrated leadership capabilities, with a track record of inspiring and guiding teams to success.
• Strong commercial acumen and interpersonal skills, adept at building relationships and navigating complex customer interactions.
• Thrives in a fast-paced, dynamic environment with the agility to adapt to shifting priorities.

Knowledge, Skills, and Abilities

• Excellent interpersonal, customer service, written and verbal communication skills
• Ability to learn and develop working understanding of mechanical products and functions along with engineering terminology and industry design codes
• Ability to learn and develop a broad understanding of TDW products and equipment
• Ability to excel in a fast-paced environment dealing with customer situations
• Computer skills including MS Excel required. Experience with CRM/ERP database
• Ability to manage multiple tasks simultaneously under strict deadlines
• Ability to thrive in a team environment
• Ability to speak and write in English