Customer Service Supervisor

Duties and Responsibilities include the following. Other duties may be assigned.

• Oversees department in the absence of the Fulfillment Manager including but not limited to receiving and resolving customer complaints and attending weekly bacteria inventory meeting.
• Audit customer orders when received for ease of processing and process customer orders as needed.
• Maintain order management system and communicate status of all orders on weekly basis to Sales Manager, General Manager, Technical Director, and Production team.
• Ensure shipments are scheduled for all completed orders.
• Delegate, monitor, and review work throughout Customer Service team.
• Develop improvements to systems to support department metrics and performance.
• Create effective knowledge-based customer service documents including training materials, departmental procedures, and responses to customer inquiries.
• Train new and existing members of the Customer Service team.
• Collaborate with Customers, Operations Specialist, Sales and Production teams to ensure order accuracy and prioritization.
• Set goals for Customer Service team and evaluate performance, report performance to HR and management.
• Monitor team attendance and approve time sheets
• Assist Technical Services in absence of Operations Specialist.
• Support Operations Specialist in daily responsibilities such as generation and maintenance of Globally Harmonized System of Classification and Labelling of Chemicals labels and product formulations.
• Assist Fulfillment Manager and Production Supervisor in maintaining production schedule by communicating new orders and priorities of existing orders.
• Ensure the Customer Service team is properly equipped with materials to fulfill customer orders from receipt to delivery.
• Aid Quality Assurance in writing Standard Operating Procedures relevant to the department.
• Communicate daily with Operations Specialist, Production and Quality teams.
• Monitor, review, and support correspondence between coordinators and customers.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to communicate effectively verbally and in writing.
• Effectively interface with customers regarding orders and shipments.
• Be flexible in fulfilling customer orders.
• Ability to think strategically and lead a team with knowledge of management methods and techniques.
• Follow company policies and procedures and maintain a clean and safe work area.
• Balance multiple tasks and prioritize workload in a fast-paced environment.
• Able to develop and communicate potential enhancements to operating processes and procedures, contributing to growth opportunities within the organization.
• Ability to work well with others.
• Responsible with high ethical standards, organized, and detail oriented.
• Ability to work with minimal supervision.

Education and/or Experience:  Bachelor’s degree (B. A.) or equivalent; and two to four years related experience and/or training; or equivalent combination of education and experience.

Computer Skills:  To perform this job successfully, an individual should have strong knowledge with Sage, as well as strong working knowledge of Microsoft office tools including Excel, Word, Outlook, and Power Point. 

Supervisory Responsibilities:  The individual takes responsibility for the direction, coordination, and evaluation of the team of Customer Service Coordinators and the Operations Specialist. This position carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Other responsibilities of this position also include interviewing, hiring, and training employees, planning and directing work assignments, appraising work performance, rewarding and disciplining employees, addressing complaints, and resolving problems.