Customer Service Supervisor

Supervisor, Customer Service - Paragon Distribution Channel

Quincy, IL

Position Summary:

This position is responsible for leading exemplary Customer Service for our Paragon Distribution Channel.

This key supervisor will ensure favorable customer relations and effective and efficient communications with the distributor organization, original equipment manufacturers and direct customers. This will be a working supervisor position that is responsible for managing a team of Customer Service personnel, and will be responsible for developing process and system improvement initiatives, improving the overall customer experience for the products supported, as well as maintaining support for the current customer base. The position also facilitates developing and maintaining customer relations, monitoring and responding to all critical situations concerning customer order processing, and all aspects of customer relations.

Responsibilities & Qualifications:

• Bachelor degree required in Business or related field. Some technical or mechanical aptitude preferred.
• Seven years' experience in customer service, sales coordinating, managerial or related activities.
• Thorough knowledge of SAP, engineering, manufacturing, purchasing and sales, and familiarity with product line applications is a must
• Exemplary, thorough, expeditious, and positive communication skills to interface with customers and sales personnel.
• Robust interpersonal skills to resolve product delivery and other inter-departmental challenges.
• Ability to maintain positive relations with customers and personnel within the each department.
• Strong strategic thinking, problem solving, and analytical skills.
• Ability to lead, train and motivate a staff of 3 - 5 personnel, some of whom will be remote or working in other IR facilities
• Excellent computer and communication skills, both verbal and written.
• Previous exposure to CRM, preferably Salesforce.com, and to phone management systems such as InContact is preferred.