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General Summary: Supervises the day-to-day operations of an assigned group in the New Hudson Customer Service department.  Assists with leading a variety of related activities, including, but not limited to: contract management, directing department workflow, planning/scheduling and performing projects, training, and overseeing the teams’ overall performance, development, and well-being while enforcing all policies and procedures. Essential Job Functions: Supervises and supports the day-to-day operations of an assigned Customer Service group with a complete understanding all aspects of the business tools, customer base, vendors, and products. Acts as a liaison between customers, sales, service, and accounting to resolve status, order placement, shipment, and billing issues. Contributes to employee satisfaction and development, including aspects of coaching, training, rewards and recognition, performance management, attendance administration. Assists with creating and refining procedures and processes which clearly define the workflow and tasks required to fulfill department objectives and ensure optimum customer service levels and performance. Review ongoing performance results to targets, activity reports to measure productivity and identify areas needing process improvement or retraining. Allocates group resources to maintain a balanced workload. Manages CSR schedules and timecards including scheduling and approving vacation time. Ensures all scheduling requirements are addressed including team meetings, department training or other off-line support projects. Fosters a continuous learning environment and engages with all employees on continuous improvement projects and activities. Ensures orders and quotes are processed in a timely fashion and procedures are followed. Assists with processing orders/quotes and providing back up support to members of the Customer Service team as required. Communicates with Sales Staff to ensure awareness of, and alignment with, goals and customer needs. Provides Voice of Customer feedback - identify barriers to success and work across the organization to drive issue resolution. Oversees customer issues to ensure effective short and long-term resolution. Assists with complex and escalated customer service situations, and management of complex projects (Contract Requotes, Transair projects, etc). Assists CSRs when alternative solutions are necessary to respond to internal or external issues including lead time exceptions, late-delivery notifications, pricing issues, returns and product availability. Pursues professional skills and educational development opportunities for self. Develops / tracks / reports supporting measurables. Supplemental Job Functions: Trains and enforces policies, rules and/or procedures of the corporation to facilitate continuous improvement. Provides and supports a positive work environment. Responsible for understanding and directing activities that support the Company Quality Manual, Associate Manual, Mission Statement, and any other policy or directive of the corporation. Responsible for continuous effort at developing, training, auditing, and improving procedures in the department responsibilities. Responsible for profitability of the company and attaining goals and objectives set forth by the Board of Directors. Participates in corporate onboarding and orientation programs. Performs other duties as assigned or requested. Knowledge, Skills and Abilities Required: Associate’s degree, equivalent work-experience may be substituted. Seven (7+) years of customer service experience (industrial sales preferred). Two (2+) years of customer service leadership experience. Advanced customer orientation and ability to adapt to different types of personalities. Advanced understanding of PC and Industrial distribution software and supplier tools. Excellent customer service attributes. Advanced ability to solve problems and maintain attention to detail. Demonstrated leadership qualities and a collaborative mindset. Ability to thrive in a fast-paced environment and change focus and tasks quickly and efficiently. Organizational skills required to prioritize, plan and coordinate work activities and resources in area of responsibility. Interpersonal skills necessary to effectively communicate with associates, customers, business partners and management team.  Demonstrated teamwork approach with superiors, peers and subordinates utilizing skills in oral communication, active listening, written and oral directions and cooperating with and assisting others when needed. Working Conditions: Normal business office environment with regular (up to 100% of work time) exposure to noise, dust, office equipment and supplies.  Physical dexterity needed to bend, stretch, lift and reach. Ability to sit or stand for extensive periods throughout the day. Ability to perform basic office tasks using standard office equipment. Ability to use a keyboard and computer. Compensation & Benefits: Grade 13 Corporate Supervisor Bonus Program Class 1 Benefits This document is intended to describe the essential job functions and the knowledge, skills and abilities required.  It is not intended to be an exhaustive statement of supplemental duties, responsibilities or non-essential functions.  (Nor is it intended to reflect accommodations made under the Americans with Disabilities Act or other return-to-work programs).   Powered by JazzHR