Supervisor, Customer Service

Duties and Responsibilities:

• Coordinates and supervises the daily activities of staff

10%

• Understand open urgent orders

5%

• Track customer backorders, open notifications

5%

• Communicate with customers regarding urgent orders, questions, problems

5%

• Complete weekly reports and KPI details

5%

• Assist Customer service reps with problem orders and quotes

5%

• Sets priorities for the team to ensure task completion, coordinates work activities

5%

• Ensure all customer Consignment, COMP, and Warranty contracts are maintained within SAP system

5%

• Ensure all Processes related to consignment usage and replenishment are completed

5%

• Test for continuous SAP Development / Improvements

1%

• Interview and train all new hires 

5%

• PTO approvals, log hours and approve Payroll

5%

• Working supervisors fill in when staff shortages or workload is too heavy

5%

• Follows all of the CSR’s procedures

5%

• Assist in running the weekly customer meetings when manager is unavailable

5%

• Working with Warehouse on shipping and receiving issues

5%

• Working with accounting on invoice and payment issues

5%

• Work with Customer Service Management team on customer issues

5%

• Ensure all the monthly billings for Flight hours and consignment are processed

5%

• Perform other duties and fulfill other responsibilities as assigned

4%

Total

100%

Bachelor's degree or equivalent work experience. 

• 5 years Prior experience in customer service or related administrative support position
• Strong leadership abilities.
• Three to five years of experience using SAP in a customer support environment
• Experience with Microsoft office skills- including outlook, word, excel
• Knowledge of principles, theories and concepts in customer support, order processing 
• Effective analytical skills and problem-solving skills

see above