Summary

Reporting to the Catalog BU Manager, the Customer Service Supervisor oversees communication with our Catalog’s customer base across all sales channels, primarily phone and email. The position owns the processes and execution of the team’s core responsibilities which includes quotes, orders, RMAs, account maintenance, and basic product support. This position will lead the team by working with them and across departments to resolve problems and answer questions on behalf of our customers. 

Essential Functions & Responsibilities

This list of functions and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

1. Implement, maintain, and train staff on standard procedures for processes within the department.
2. Actively manage and participate in the team’s phone call que by implementing best practices and reporting on existing metrics.
3. Understand and navigate our business ERP system to efficiently quote pricing, enter orders with appropriate date management, and process or approve customer RMAs.
4. Gather, maintain, and update all relevant customer information in the current business system.
5. Develop an understanding of all product lines and applications to assist with basic support and simple part recommendations or substitutions.  
6. Implement and manage an online chat service for inquiries coming directly from our e-commerce site.
7. Create uniform and clear communications across all customer engagement channels. 
8. Own the final solution and provide a recommendation for approval level assistance to resolve standard or escalated customer problems arising from discrepancies with product quality, quotes, lead times, communication, or fulfillment of an order.
9. Create an outgoing follow-up call procedure for reps to inquire on open quotes, respond to inquiries, and establish relationships with new customers.
10. Manage the Catalog backlog through proactive communication with customers on backorder by keeping accounts aware of anticipated ship dates.
11. Run regular CS team meetings to share knowledge and improve process flow.
12. Manage, engage, and periodically review a team of CS Specialists.
13. Maintain all necessary customer and internal records via attachments and/or notes in our business system.
14. Accomplish annual team goals, report out on team objectives and KPIs, and provide feedback for a future plan’s direction.
15. Other ad hoc customer support and reporting duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

1. Associate or bachelor’s degree required
2. At least three to five years of customer support experiences
3. Experience and familiarity within a business ERP system
4. Strong working knowledge of Microsoft Office suite (Word, Excel, PowerPoint)
5. Experience in manufacturing is preferred

Job Knowledge, Skills and Abilities

1. Ability to communicate effectively with customers and other employees of the organization, which requires excellent written and oral communication skills.
2. Leadership and teambuilding skills
3. Strong computer skills and database knowledge
4. Strong organizational skills with an attention to detail and ability to prioritize
5. Ability to professionally assist and represent the company to customers

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand, walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.