Manufacturing Customer Service Supervisor

Manufacturing Customer Service Supervisor

Summary/Purpose:

Under general guidance supervises the day-to-day activities within the customer service department.

Communicate, implement and interpret new and existing policies and procedures to staff within the department. Coordinate with other departments to resolve issues involving the customer services department. Schedules, coordinates, and leads the day-to-day activities of Customer Service Representatives.

Essential Functions:

· Oversees department personnel and assists in; answering phones, order entry, invoicing, filing invoices, coordinates shipping and/or delivery of merchandise to customers and other departmental duties.

• Allocates and schedules work within the area, ensuring that phones are covered during operating hours; fills in for staff as required during breaks and other absences.
• Supervises personnel which typically include recommendations for hiring, firing, discipline, performance evaluation, training, work allocation, and problem resolution.
• Work with management on customer service initiatives.
• Complete documentation training, and disciplinary action as required for Customer Service Representatives.
• Provides sales coordination, and problem resolution, for customer service staff; performs direct sales and customer service as and when required.
• Ensures timely communication to field sales reps of new customers, customer inquiries, unique sales situations and all other 'hot' opportunities for reps to relate to their customers and ultimately increase sales.
• Ensures customer service representatives proactively communicate Rewards Program benefits and current point levels with customers and sales representatives.
• Oversees product exchanges and returns, including inspection of returned product for possible restocking fees or refunds.

· Monitors order entry and new account set-up for accuracy and completeness (ie. email addresses, contact information, phone numbers, etc)

• Ensures that Invoices are processed and mailed daily, including any enclosures deemed necessary by management.
• Monitors general housekeeping cleanliness within the area; ensures that equipment and facilities remain in good repair, and that employee and customer safety standards are maintained.
• Monitors open orders and follows up with Shipping or Production for resolution.
• Recommend solutions for customer complaints, ensures proper reporting and consults management.
• Communicate with coworkers at all levels
• Ensure Website orders are processed in a timely manner.
• Update Website pricing as requested by manager.
• Conduct monthly Customer Service meetings and attend departmental meetings as necessary.
• Required to be present in the work place during scheduled work hours.
• Ability to work independently to perform daily operating tasks.
• Isolate and identify areas of improvement
• Keep up to date on new company products and services
• Motivate, develop and direct customer service representatives as they work
• Monitors productivity of customer service representatives and offers feedback
• Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions
• Maintains harmony among workers and resolves grievances.

Additional Function:

· Communicate with OEM customers and coordinate orders with production. Monitor progress as necessary. Process OEM labor and material billings as requested

Marginal Functions:

• Performs miscellaneous job-related duties as assigned.

Physical Demands:

• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job:
• The employee will be subject to moderate physical activity or standing and/or walking for less than two (2) hours per day.
• The employee is regularly required to sit, also use hands and fingers for keyboard, phone and to handle or feel.
• The employee is frequently required to reach with hands or arms and talk and hear.
• The employee frequently will use either one or both hands to firmly grasp, push and/or pull
• The employee will occasionally reach overhead to grasp objects and lift or carry up to 25 lbs.
• The work the employee will do is normally performed in a typical interior/office work environment.
• It may occasionally be necessary for the employee to be around equipment and machinery and work in a warehouse environment.
• The employee must have normal 20/20 vision (with corrective lenses, if needed) is required. The employee will have no or very limited exposure to physical risk.

Qualifications and Requirements:

• To perform this job successful, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required

Education:

• Completion of High School Education or GED
• Some college preferred

Skills:

• Knowledge of customer service standards and procedures.
• Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
• Ability to motivate, develop and direct people as they work.
• Ability to foster a cooperative work environment.
• Ability to read, understand, follow, and enforce safety procedures.
• Knowledge of employee recruitment and employment principles.
• Ability to analyze and solve problems.
• Employee development and performance management skills.
• Ability to communicate effectively, both orally and in writing.
• Ability to read, understand and accurately complete documentation in English.
• Ability to effectively communicate in English, information in one-on—one situations to customers and other employees in organization.
• Ability to maintain composure when dealing with difficult customers.
• Ability to function in a controlled environment regulated by FDA cGMPs.
• Ability to be flexible in changing daily workload priorities as directed.
• Must maintain accuracy, consistency and quality in a fast paced, multi-task environment.
• Ability to accurately perform detail-oriented work.
• Ability to add, subtract, multiply, and divide and ability to perform these operations using units of American and metric measurement.

Experience:

• I to 3 years’ experience directly related to the duties and responsibilities specified.
• Basic computer knowledge (Windows platform).
• Word, Excel Access, and Outlook knowledge required.

Training:

Training requirements for this position are called out in the Required Employee Training Matrix.