Customer Service Team Supervisor / Lead

BASIC FUNCTION:

Supervise the functions, activities, and personnel of the Customer Service Department serving the plants, external warehouse sites within country and their customers, to achieve service quality standards and client satisfaction. Ensure all functions within Customer Service, including SAP quotations, pricing, order processing and accurate invoicing procedures are performed in accordance with existing procedures and in compliance with customer requests.

RESPONSIBILITIES:

Personnel Supervision

• Monitor all aspects of the Customer Service Department's performance.
• Approve time cards and monitor employee attendance; Approve vacations and customer and plant visits, etc. – while providing adequate departmental coverage.
• Train new employees and coordinate cross-training with internal Omya departments and plants; Develop and update Customer Service training programs.
• Review, update and revise departmental procedures and ensure they are being followed. If changes to existing procedures are required, provide recommendations to the Manager of Customer Service for review and implementation.
• Complete and conduct yearly Employee Performance Reviews, in conjunction with the Manager of Customer Service; Provide regular feedback to CSR's regarding their performance.
• Conduct initial interviews with potential employees and make recommendations to the Manager of Customer Service, regarding the qualifications and suitability of each candidate; Work with Human Resources to narrow the selection, choose a final candidate and make an offer to hire.
• Generate and maintain relevant and substantial documentation with regard to poor performing employees; conduct discussions for improvement and/or work with Human Resources, should termination become necessary.
• Motivate staff to extract a high level of productivity and a healthy team environment; Provide general and specific guidance and direction to staff in all areas of the Customer Service job function, including problem solving skills.
• Evaluate the most cost-efficient methods of supplying and sourcing customers, in conjunction with Sales and Logistics; and train staff to perform the same analysis when processing orders.
• Confirm all procedures established with the external answering service and regularly reviewed and performed in order to ensure continuous customer satisfaction after hours.

Customer Service Activities

• Coordinate setup and maintenance customer SAP quotations.
• Oversee offers creation and calculations (internal system) and sending offers to customers in cooperation with the relevant Sales Representative; Communicate with Sales group to ensure customer pricing is approved in the system price offers and requirements are agreed upon with the use of the Product Acceptance form as well as ensure all are informed on key issues/accounts.
• Coordinate the input of customer orders into SAP and ensure order accuracy through invoicing daily review.
• Coordinate and handle setup of customer product trials and samples.
• Develop rapport with customers and communicate order requirements to the plants in order to ensure customers are delivered product in a timely and accurate manner.
• Generate customer prioritization lists for respective shipping departments based on shipping plans, when plant production or logistics issues arise.
• Coordinate the setup of ERS/EDI and SAP customers in conjunction with SAPCC and Master Data.
• Monitor OmyaStar replenishment order system and railcar performance with respect to individual customer requirements and liaise with the logistics group to identify and resolve ongoing or potential issues.
• Investigate and resolve customer complaints and other related issues to ensure complete customer satisfaction.
• Ensure proper complaints closure in the system, in accordance with existing procedures, and in a timely manner.
• Complete and obtain timely Sales approval for product deviations; Liaise with plant Quality managers on changes to customer specifications, when required.
• Supervise month-end close functions as related to Customer Service and work with Finance with regard to customer billing issues.
• Approve Credits, Debits and Returns, upon review; Confirm they are correctly & accurately processed; Liaise with Finance on specific customer issues when necessary.
• Maintain Rebates in SAP based on customer contracts.
• Handle specific customer account responsibility, as required.
• Participate in Sales Meetings and Interdepartmental meeting, if required.
• Other duties as assigned.

QUALIFICATIONS:

Bachelor's degree in Business or Supply Chain or equivalent experience and at least 5 years of customer service experience in a manufacturing environment.

Prior supervisory experience is preferred, in a fast-paced team environment. High degree of customer focus and excellent interpersonal, communication and organizational skills.

Above average knowledge of computerized business systems. Strong problem-solving skills, ability to work well under pressure, ability to communicate well at all levels of the business both internally and externally. Excellent communication skills both written and verbal.

SAP experience strongly preferred.

Must possess current US employment authorization; sponsorship not available for this position.

EOE

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