Summary :

This Customer Service (CS) Team Supervisor will manage and lead the Ross Organics (Ross) CS Team currently located at Ross’s office located in Santa Fe Springs (SFS), California.

Scope includes all Ross CS representatives (CSRs) based in SFS working in the office or remotely. The supervisor will manage any Ross CSRs whether based in SFS or other remote location(s) in the future.

The role is expected to lead, train, support, and mentor the Ross CS team to operate, effectively and efficiently, Ross’s Order to Cash (OTC) process;

also known as Order Management process. This includes all aspects of Customer Service including, but not limited to, order processing, answering customer phone calls, responding to e-mail, managing customer complaints, interacting with internal Ross business partners (Sales, Supply Chain, WHSE), Corporate business partners (Corporate Logistics, SHEQ, Legal, etc.

and senior management (Ross, Care, Azelis). The CS Supervisor is responsible for issues escalation and resolution; training, developing and coaching all Ross CSRs;

supporting data integrity in our ERP System; account changes, new customer set up, ship to set up, and updating customer files.

Essential Duties and Responsibilities include the following :

• Embrace and work to the spirt of the Azelis mission and organizational tenants.
• Respond to external customer needs across communication channels (phone, email, chat, etc.)
• Respond to internal customer (Sales, Ams, TSRs, PDMs, Operations, Corporate, etc.) and / or employee needs across communication channels
• Establish / improve effective communication lines and relationships with Ross CSRs, internal customers, and external customers;

with goal to meet / exceed expectations.

Order processing for Ross Organics business (via CSR team); covering the full order lifecycle from order receipt (via multiple channels), entering order into ERP, and through shipment and billing.

This includes communication to customers and sales team on order updates and status changes.

• Supervisor must be willing and able to learn how to process orders directly, not just manage CSRs. This is required as the Supervisor will need to manage some customer relationships directly either basis assignment of high value and / or coverage for a CSR.
• Trouble shooting when any customer issues are communicated, empowerment to decide upon a resolution to the problem and follow through, and handles escalation needs and calls.
• As necessary, manage communication with and navigation through various order holds (credit, inventory, etc.), escalating as necessary for urgent and / or critical orders to ensure on-time delivery.
• Handle customer complaints including NCR entry, documentation, disposition and creating RGA’s if applicable for the return of materials and corrective and preventative action.
• Must learn and follow all required ISO and RD policies and procedures. For example, new customer set-up, new product set-up, NCRs, ship to locations, and updates to customer master files.
• Lead and continuously drive to enhance Ross customer service and elevate our Customer Service Processes.

Essential Duties and Responsibilities include the following :

• Responsible for training, coaching, and mentoring all Ross CSRs, regardless of work location.
• Manage Ross CS team member workload, attendance / time off, and performance reviews; ensuring staffing in place to always support customer needs.
• When necessary, support corporate and / or Care leaders in rollout of and team training of new systems and processes.
• Perform other functions of the customer service department as needed and / or assigned.

Other Responsibilities include (but not limited to)

• Understand and adhere to / follow the department procedures and policies.
• Understand and adhere to / follow the Azelis Americas and CARE Business.
• Additional responsibilities may be assigned as needed.

Key Strengths :

• Expert Communication skills
• Leadership skills
• Negotiation skills
• Ability to flex style to what customers need / prefer
• Development and coaching skills.
• Conflict resolution skills.
• Relationship Building Skills
• Taking initiative and being proactive
• Can demonstrate continuous improvement mindset and career examples
• Critical thinker, detail-oriented, and well organized.
• Ability to work in a fast past environment, always handle a high volume of workload with attention to detail.
• Self-motivated, honest, dependable and a high level of integrity.
• Superior interpersonal skills such as negotiating, problem-solving, and knowledge sharing.
• Can do attitude- No job is too small or big mentality

Competencies. To perform successfully, an individual should demonstrate the following :

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions;

works well in group problem solving situations; uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills;

Shares expertise with others.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification;

demonstrates group presentation skills and a good command presence; participates in meeting

Competencies (continued) :

• Written Communication - Writes clearly and informatively; presents numerical data effectively.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback;

Contributes to building a positive team spirit; Puts success of team above own interests.

Business Acumen - Understands business implications of decisions; displays orientation to profitability; Demonstrates knowledge of market and competition;

Aligns work with strategic goals.

Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue;

conserves organizational resources. has a strong command of margin optimization opportunities within the operation.

• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience :

• Significant Customer Service experience required. Minimum of 5 years (preference for 10 years)
• Direct people management experience of at least 3 years.
• College degree preferred or extensive on the job experience.
• Experience with order entry into an ERP system of at least 3 years.
• Distribution experience preferred. Specialty chemical experience is preferred but not required.
• Knowledge of freight terms and chemical packaging a plus.
• Demonstrated experience with MS office suite required.
• Ability to read, analyze, and interpret general business correspondence.
• Effectively present information as necessary in written and spoken form.
• Solid math and problem-solving skills.

Last updated : 2024-07-23