Customer Svc Supvr
Memphis, TN, United States
Summary
The Customer Service Supervisor will manage, develop, monitor and train the customer service team members in products, services and processes to provide our customers with world-class service.
Essential Duties and Responsibilities
Manage and supervise all functions for the customer service department; including but not limited to order entry, customer phone calls, credit, return authorizations, and customer inquiries
Establish and maintain relationships with retail customers and Hunter’s outside sales team, including managing customer program summaries
Ensure team member knowledge of existing and new program products and services
Communicate with other departments and management to resolve problems and expedite work
Monitor Customer Service phone calls
Establish and maintain customer price rules to reflect the approved pricing for all customers
Develop, maintain and improve programs to add value and provide efficiency to the customer and the company
Attend trade shows (as needed)
Set up mew ship to accounts for existing customers
Prepare, maintain and submit reports and records
Coordinate with EDI Coordinator
Observe and evaluate workers’ performance
Train, instruct, coach and assign duties to team members
Review and check work for accuracy
Help workers in resolving problems and complaints and answer customer questions regarding services, pricing and procedures
Collaborate w/ CS Leads to ensure daily service goals are met
Education/ Experience Requirements Bachelor's Degree preferred. Will consider Associates Degree with equivalent work experience.
Minimum 5 years of Customer Service leadership required
Special Qualifications and Skills Customer focused
Skilled at conflict management
Motivator with good coaching skills
Able to adapt to a fast-paced, ever-changing environment
Works well with all levels
Able to delegate effectively
Analytical – ability to utilize reporting software for analysis/KPI management
Proficient in Microsoft Office
JD Edwards preferred
PKMS (Inventory Management System) preferred
EDI preferred