Inside Account Supervisor

Primary Responsibilities and Essential Functions

Do you have experience supervising a team? Do you enjoy working with fun and upbeat team members? Do you enjoy collaborating with team members to solve problems for the customer?  If so, Inside Account Supervisor may be the right job for you! 

As a premier fuel and hydraulic tank producer, IFH Group, Inc. is a growing company and destination employer for professionals and skilled experts. This full-time Inside Account Supervisor position is 100% on-site in Rock Falls, Illinois, and eligible for insurance benefits on the 1st day of the month following date of hire. 

Successful candidates for Inside Account Supervisor position must demonstrate positivity and professionalism. Under the direction of the Vice President of Sales, the Inside Account Supervisor oversees a team of representatives who support order entry, account management, and customer communications. This role prioritizes customer service excellence by supervising daily operations of the team, training and coaching team members, resolving complex or critical issues, and working cross-functionally with outside sales, operations, engineering, and senior leadership.

RESPONSIBILITIES AND ESSENTIAL FUNCTIONS

• Supervises and supports team members by assigning tasks, making decisions within job scope, and monitoring daily workloads to ensure timely process of orders, changes, and requests.
• Trains and coaches team members to deliver customer service excellence by developing or improving communication with customers as well as understanding and following policies, processes, procedures, and best practices.
• Supervises and evaluates employee work performance through regular feedback, reviews, and continuous support while escalating issues to ensure internal standards and regulatory compliance, as necessary.
• Ensures accurate entry and process of orders, pricing verification, shipping reports, and documentation while following procedures for audit compliance and implementing preventive measures, as necessary.
• Responds to customer concerns that team members escalate while providing solutions to complex or critical issues.
• Monitors team member interactions with customers to ensure professionalism, accuracy and compliance with internal and industry standards.
• Develops process improvement initiatives to optimize service workflows, enhance communication, and increase efficiency and quality.
• Collaborates effectively and cross-functionally with operations and engineering to align customer expectations with operational capacity.
• Compiles service metrics and order management data to analyze performance and identify trends for excellence or improvement.
• Maintains customer service procedures, guidelines, and knowledge resources to ensure team consistency, accuracy, and compliance.
• Performs other relevant duties, tasks, projects, and assignments, upon request or as business needs require.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The information below describes physical activities and surroundings an individual may encounter while performing primary responsibilities and essential functions of this position. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions of the job.

Physical Demands: Constant alternate sitting or standing at will with repetitious hand and finger movements to use and operate office machinery; detect, perceive, identify, observe, inspect, and assess customer service and administrative functions; express and exchange information in-person, or via phone and video conference. Occasional moving/traversing throughout building. Seldom positioning self to reach overhead, transport or move objects, and ascend/descend ramps or stairs.

Work Environment: Constantly works in climate-controlled office setting located in a manufacturing facility. Accessing the shop floor requires safety glasses, hearing protection, and steel-toe footwear.

Minimum Requirements

EDUCATION AND EXPERIENCE

• Bachelor’s degree from accredited academic institution in business, communications, or related field; 
• Three (3) plus years’ previous work experience in customer service or related field, with at least two (2) years in a supervisory or leadership role; or
• Combination of college coursework and relevant work experience required.
• Experience using ERP/CRM systems with intermediate proficiency highly preferred.
• Familiarity with continuous improvement methodologies (e.g., Lean, Six Sigma) preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong work ethic with integrity while prioritizing standards of customer service excellence including efficiency, accuracy, and quality.
• Ability, knowledge, and skill to supervise a team with positive and empowering style.
• Ability and knowledge to use and apply critical thinking skills, sound judgement, and logical reasoning.
• Ability, knowledge, and skill to collaborate with cross-functional teams and key stakeholders to align customer expectations with operational capacity.
• Ability, knowledge, and skill to maintain confidentiality.
• Ability and skill to manage multiple priorities with competing deadlines.
• Ability and willingness to learn and develop a deep understanding of customer service principles, order management, and small business administration (SBA) regulatory practices.
• Ability, knowledge, and skill to demonstrate professionalism and use respectful communication with employees at all levels within the organization including external stakeholders, especially customers.
• Knowledge and ability to apply basic computer skills and proficiency using ERP/CRM system and Microsoft programs such as Outlook, Word, Excel, and Teams.
• Knowledge of and/or willingness to learn and understand basic concepts of continuous improvement methodologies (e.g., Lean, Six Sigma).
• Ability and willingness to comply with all company policies, processes, and procedures including, but not limited to code of conduct.
• Ability and skill to fluently speak, read, write, and understand English.

Salary : $28 - $38