Customer Service Supervisor

Belton, MO

At Safe Fleet our name says it all. We make fleet vehicles – and everyone in and around them – safer. Our fleet safety platform brings together best-in-class products, ground-breaking technology, and a 100-year history of fleet know-how and innovation to solve the world’s biggest fleet safety problems.

We are re-defining what safety means for fleets of every type – from school buses to waste collection trucks, firefighting to utility vehicles, police cruisers to delivery vans.

We are a fast-growing manufacturing, service, and technology company with over 1700 employees in over 20 locations across Canada and the US. We’re looking for motivated self-starters with innovative thinking to join our team and help us achieve our growth and performance goals. Sound like you?

Work for the Smart Safety Company

Location: ROM, a Safe Fleet company in Belton/Kansas City, Missouri

The Customer Service, Inside Sales Supervisor is a friendly voice over the telephone for our internal and external customers. The CSSS is primarily responsible for managing customer sales and service operations and supporting our customers and our sales team, pre-sale, point-of-sale, and post-sale. This multi-aspect role encompasses both sales and service management, and leadership and coaching of our Sales Coordinators. Along with working closely with other operational functions including Sales, Marketing, Finance, Engineering, Production, Product Management and Shipping to create and drive the Safe Fleet experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following;

Planning, managing, organizing and coordinating internal sales and service initiatives and projects

Prioritizing and delegating work tasks to ensure proper functioning of the Customer Sales & Service Team

Hiring, training, and developing sales and service personnel, along with performance evaluations

Championing the development of leadership competencies that drive individual and team goals

Meeting customer and shipment metrics, including time to fill, expediting orders, and quoting

Assisting Territory Sales Managers (TSM) and National Account Managers (NAM) in the identification, acquisition, and retention of customers

Ensuring that customer relations are maintained at a high level

Maintaining customer satisfaction, and handling complex and escalated customer service issues

Utilizing key Safe Fleet metrics to evaluate and recommend best practices for operations

Executing RFQ’s and assist with quotation generation and maintenance of assigned accounts

Reviewing customer complaints and tracking customer complaint resolution

Creating a positive, dynamic, and fun work environment

Assisting in the development, documentation, and adherence to departmental and corporate policies and procedures.

Developing and maintaining as needed reporting, to ensure an informed customer, sales team, and management.

Directing daily operations, lead, manage, and develop team in activities and processes that satisfy customer and business needs

Processing orders and related transactions via Safe Fleet ERP system (Syteline) in a timely manner without sacrificing accuracy

Providing customers with sales information regarding various features and benefits of the products we offer

Following up on customer inquiries that cannot be resolved immediately and responding to customer requirements and providing updates related to due dates or product availability

Responsible for customer account maintenance, retaining accurate documentation on all interactions and file customer order documents

Providing customer with established pricing upon request and working with Product Management, Territory Manager, and Finance to establish make-to-order and custom pricing

Conducting an annual pricing review in conjunction with finance and leadership teams

Acting as liaison between customer service and operations. Participate in Sales and Operational Planning meetings bringing accurate information to Operations, Finance and Business Unit Leaders

Researching and managing the closure of billing issues

Identifying and implementing strategies to improve quality of service, productivity and profitability. Propose solutions to help our customers run their business more effectively

Other duties as assigned

MANAGER/SUPERVISORY RESPONSIBILITIES:

Directly manages employees in the Customer Sales & Service Department.

Carrying out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws. Payroll, attendance, planned time off approval, and all applicable Safe Fleet handbook policies.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service oriented

Proficient on Excel, spreadsheets, and data manipulation

Detail-oriented with solid analytical and problem-solving skills

Strong Written and oral communication

Professional and team oriented

Motivational leader with strong administrative, project management, and mentoring abilities

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree or equivalent experience

2 years of proven sales or customer service leadership experience

Customer Service experience

Technical and mechanical aptitude and capabilities, including reading engineering drawing

Strong Supervisory leadership experience

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write simple correspondence.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

COMPUTER SKILLS:

MS Office

Internet based software

Order Processing software/ERP systems – Syteline preferred

Computer proficiency and the ability to quickly learn our ordering system

Time, attendance and payroll processing software

In-depth knowledge of customer service software, data bases, and CRM tools

Salesforce experience is a plus

PHYSICAL DEMANDS:

Frequent reaching, gripping, and carrying up to 10 pounds, standing, stooping, bending, stretching, squatting and walking in addition to being seated a good portion of the day.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

Must have the ability to read, write, speak and understand English plus have adequate hearing and visual acuity.

Regular use of the telephone and e-mail for communication is essential.

The noise level in the work environment is usually moderate.

Customer Service is located in a manufacturing plant, which requires safety shoes and other personal protective equipment when on the plant floor. Primary duties will be in an office environment.

May be exposed to dust, odors, oils, cleaning solvents and lubricants in a non-temperature controlled environment when on the plant floor.

This position will infrequently require travel to support customers, attend Safe Fleet meetings, or attend trade shows.

At Safe Fleet, you are empowered to build a career that will take you where you want to go. You'll enjoy the freedom to explore new projects, the support to think outside the box and the tools necessary to achieve personal success. We offer a comprehensive compensation package, including Medical, Dental, 401K and bonuses.

We're a background check and pre-hire drug screen company where allowed by law.

• We do not discriminate in hiring or employment on the basis of race, color, religion, gender, marital status, national origin, sexual orientation, age, disability, ancestry veteran status or any other status protected by law.