The Customer Service Supervisor leads, trains, and oversees the daily operations of the Customer Service department for a consumer-packaged goods (CPG) company. This role is accountable for order management, customer communication, service level performance, and continuous improvement. This position works closely with the following internal departments; Sales, Logistics, Quality, and Finance to ensure accurate order fulfillment, strong customer relationships, and high levels of customer satisfaction.
PERFORMANCE MEASURES – MAJOR JOB OBJECTIVES
- Supervising day-to-day operations of the customer service team.
- Create, train, and enforce Standard Operating Procedures (SOPs) for the Customer Service Department.
- Oversee and assess customer service employees’ activities and provide them with on-going performance-related feedback.
- Monitor customer service metrics including order and pricing accuracy, fill rates, on-time delivery, response times, and customer satisfaction.
- Identify opportunities for operational improvements and implement solutions.
- Daily review and reconciliation of the Orders Shipped Not Invoiced Report.
- Investigate customer issues/problems and create mutually beneficial solutions.
- Assist with inventory allocation communication, and supply chain coordination during periods of constrained supply.
- Maintain documentation pertaining to the activities of the Customer Service Department.
- Monitors and evaluates staff performance.
- Provide direct employee and/or customer support for complicated or critical issues.
- Validate new customer set up and existing customer changes
- Support and build the Customer Relationship Management module.
- Familiar with various methods of retail order submission including EDI, VMI, Vendor Portals (i.e. Retail Link), PDF/email or phone/fax.
- Update company lists, which include but are not limited to shipping, contacts, receiving, and forms.
- Answer and distribute customer inquiries via phone and email.
- Prepare samples and company “swag” for mailing per customer request.
- Process incoming orders utilizing the Acumatica ERP System.
- Prepare and/or distribute timely, accurate information about incoming customer order status.
- Notify production and sales when large orders are received.
- Once the full order has been closed, please save.
- Oversee and assist with recovery of unauthorized deductions
- Internally investigate deduction and assign reason codes
- Request remittance advice and other documentation as needed to reconcile payment discrepancies
- Follow the retailers’ dispute process to challenge and escalate invalid deductions
- Identify patterns and work with Sales and other internal teams to proactively prevent future deductions.
- Coordinate meetings w/Clerical/Customer Support as needed and record minutes of those meetings.
- Provide weekly updates with the Production Team, Director Sales/Technology, CEO and others that need to be in attendance. Industrial Sales, Retail Sales
- Help to achieve team goals and daily production targets.
Food Safety & Quality/Legal Requirements
- Comply with all food safety, quality, and legal requirements written in each SOP pertaining to job duties.
- Report any infractions of food safety, quality, or legality to supervisor.
OTHER JOB FUNCTIONS:
- Participate in team meetings and make recommendations to increase productivity.
- Participate in continuing education classes and any training courses being offered
- Maintain confidentiality and dispose of sensitive information properly.
- Other duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Working knowledge of Office 365 and Microsoft GP and Acumatica.
- Excellent communication and prioritization skills.
- Strong attention to detail and excellent organizational skills required.
- Must have the ability to multi-task and problem solve in a fast paced and deadline driven environment.
- Work as part of a team/be a team player.
- Strong organizational skills.
- Strong Customer Service skills, flexible and can adapt to change with ease.
- Ability to work well and professionally with the public.
- Ability to maintain professionalism and a positive service attitude at all times.
- Ability to follow written and verbal instructions.
- Pay close attention to detail.
- Ability to work in a high-speed manufacturing environment.
- Time management skills.
EDUCATION:
Associate’s degree in Business Administration or related field preferred.
EXPERIENCE:
Five (5) to Seven (7) years of supervisory experience in a similar position. Seven (7) to ten (10) years of experience working with Customer Relations Management (CRM) Software. Acumatica and/or Salesforce is a plus.
POSITIONS SUPERVISED:
Clerical/Customer Service Supports
TOOLS/EQUIPMENT/MACHINES USED:
Computer, copy machine, fax machine, laptop, postage machine, printer, Nortel phone system
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
Normal office conditions apply. Employees must have clear, close vision for reading and computer work. Must be able to sit, stand, walk, balance, stoop, grasp, talk, hear and operate computer keyboard. Job may require reaching shoulder level and below waist. Will occasionally lift/push/pull up to 20 pounds and carry objects.
