What are the responsibilities and job description for the Customer Service Supervisor position at Balchem Corporation?
Company Overview
Balchem is committed to making the world a healthier place by delivering trusted, innovative, and science-based solutions for the health and nutritional needs of the world. Balchem employs approximately 1,400 employees worldwide who provide the service, quality, and technology that enables our customers to win with their customers. We have built a reputation for delivering results to all of our stakeholders. Founded in 1967, Balchem, a Maryland corporation, became a publicly-traded company in 1970 and is listed on Nasdaq under the symbol “BCPC.” Our corporate headquarters is located in Montvale, New Jersey, and we have a broad network of sales offices, manufacturing sites, and R&D centers, primarily located in the U.S. and Europe. The Company consists of three business segments: Human Nutrition and Health, Animal Nutrition and Health, and Specialty Products.
Position Summary
Provides management oversight for the activities of customer service representatives connected to and responsible for specific lines of business. The Supervisor must ensure that P&C Customer Service Team is meeting performance measures and provide sound business decisions relative to customer satisfaction. Responsible for resolution of customer inquiries and timely processing of orders from entry to shipment. Must ensure proper integration with multiple plant operations, scheduling, inventory control, and logistics. Must coordinate activities and communicate well with Operations managers and sales organization.
Essential Functions
Balchem is committed to making the world a healthier place by delivering trusted, innovative, and science-based solutions for the health and nutritional needs of the world. Balchem employs approximately 1,400 employees worldwide who provide the service, quality, and technology that enables our customers to win with their customers. We have built a reputation for delivering results to all of our stakeholders. Founded in 1967, Balchem, a Maryland corporation, became a publicly-traded company in 1970 and is listed on Nasdaq under the symbol “BCPC.” Our corporate headquarters is located in Montvale, New Jersey, and we have a broad network of sales offices, manufacturing sites, and R&D centers, primarily located in the U.S. and Europe. The Company consists of three business segments: Human Nutrition and Health, Animal Nutrition and Health, and Specialty Products.
Position Summary
Provides management oversight for the activities of customer service representatives connected to and responsible for specific lines of business. The Supervisor must ensure that P&C Customer Service Team is meeting performance measures and provide sound business decisions relative to customer satisfaction. Responsible for resolution of customer inquiries and timely processing of orders from entry to shipment. Must ensure proper integration with multiple plant operations, scheduling, inventory control, and logistics. Must coordinate activities and communicate well with Operations managers and sales organization.
Essential Functions
- Develop and lead a team of qualified personnel to deliver high quality customer service function
- Assure customer satisfaction by critically monitoring and addressing customer issues and implementing timely corrective action responses
- Communicate directly with customers to identify their needs and work with internal resources to ensure rapid response
- Direct responsibility for Key accounts
- Establish and maintain customer service processes and procedures
- Create and maintain customer account records in Microsoft D365
- Manage the daily functions of the customer service team with enthusiasm and use leadership role to inspire teamwork and productivity
- Provide customer service training programs to promote quality customer service throughout the P&C division
- Proficient in end-to-end order to process
- Follows and enforces all safety policies and procedures including use of safety equipment (PPE) and equipment safeguards; works to advance and promote the safety culture of the site
- Excellent communication will be essential with Operations, Manufacturing, Logistics, R&D and QA Departments in all locations
- Interaction with Outside Sales and Marketing groups will be required
- Participate in and contribute to cross-functional meetings
- Must possess excellent business management skills, have a track record for innovation and outstanding leadership ability
- Must have the ability to communicate at all levels of the organization and be able to lead change
- Requires Bachelor’s Degree in a related discipline, 5-7 years of experience in food industry, plus a proven track record in sales or customer service management