Customer Service Supervisor
TekniPlex

Job Info

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JOB SUMMARY:

The Customer Service Supervisor (CSS) is a “player coach” for the customer service function at one or more specific Tekni manufacturing sites.  The CSS is responsible for increasing customer satisfaction, loyalty, and retention, while ensuring that the local Customer Service team runs in an efficient manner. This is an onsite position based at our Winston-Salem Plant.

 DUTIES AND RESPONSIBILITIES:

• Perform as a Customer Service Representative, as needed.
• Serve as the first point of escalation for CSRs on complex matters.
• Provide day-to-day supervision of and work review for local CSRs; scheduling work, ensuring compliance with Customer Service procedures, facilitating collaboration across the organization; interviewing, hiring and training employees; planning, assigning, and directing work; coaching and mentoring; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• In collaboration with other departments, optimize customer satisfaction and profitability by:
  • Scheduling and prioritization of orders;
  • Initiating specification additions, changes, and deletions;
  • Initiating written notifications of manufacturing changes to customers;
  • Verifying complex customer data, sample work orders and credit memos; and
  • Creating and reviewing backlog report and various reports for plant operations.
• Extract, Synthesize, and Analyze key data to proactively generate reports for management that support with KPI’s from the Customer Service function and individual CSRs. These reports may vary by business unit/division/product line, but some examples may include:
  • Sales, over time and against budget;
  • Customer engagement rates;
  • On-time, in-full delivery statistics;
  • Complaint and resolution statistics;
  • Margin analyses;
  • Voice of Customer/ Customer Service feedback; and
  • Additional KPI’s to drive better understanding of customer’s needs and shape strategy moving forward.
• Monitor and help manage Finished Goods to make sure things are leaving the warehouse in a timely manner while continuing to reduce overall Finished Goods dollars.
• Establish and maintain appropriate stock levels for Make to Stock/Make to Hold accounts with the CSR’s.
• Monitor and manage the CSR’s proper understanding of customer orders to ensure accurate Production Forecast against sales forecast and open orders. Monitor for the fluctuation of increased customer sales and notify the appropriate parties to ensure complete customer satisfaction.
• Maintain accounts, manage opportunities, and identify areas for sales growth.
• Broadly collaborate with other CSS’s, sales professionals and other functional team members.

QUALIFICATIONS:

• Four years of experience in customer service or sales within a manufacturing organization, or comparable position.
• Demonstrated success leading others in support of customer service objectives.
• Knowledge of the plastics industry and plastic materials highly preferred.
• Demonstrated ability to remain calm under pressure and effectively handle stressful situations with customers.
• Excellent communication skills. Able to fully communicate issues / opportunities / results back through the organization and with customers, most often by telephone and email.
• Exceptional ability to multi-task, prioritize, and manage one’s own time effectively.
• Bachelor’s degree preferred, but not required.

This job has expired.