Customer Service & Inside Sales Supervisor

BORIDE is a world-class manufacturer of abrasives products in Traverse City, Michigan. At BORIDE, customers are our reason for being, employees are our most valuable assets, safety is vital, and everything is accomplished with a process. Our products are sold in more than 50 countries throughout the world. This job is performed at our facility in Traverse City.

A superior candidate for this position builds customer relationships by managing the customer order process from order to shipment, resolving customer service issues quickly and satisfactorily, and providing technical support when customers have questions. Regular and consistent attendance is an essential responsibility of every job at BORIDE.

This position will be responsible for the direct supervision of customer service team members, previous supervisory experience within an inside sales and/or customer service organization is required.

Essential Duties and Responsibilities

1. Customer Support:

• Responding to customer inquiries via phone, email, and other communication channels.
• Addressing customer complaints and ensuring satisfactory resolution.
• Building and maintaining strong relationships with existing and potential clients.
• Preparing and sending sales quotes and product availability.
• Assists customers with web and e-cart.

1. Order Processing and Data Maintenance:

• Enter and process customer product, sample and literature orders accurately and efficiently.
• Coordinating with floor production management and team leads on operation scheduling to ensure timely delivery of products/services.
• Handling order-related issues and resolving them promptly.
• Administer end-user, distributor, and private label policies and discounts/net pricing.
• Customer maintenance - adding, managing and updating customer accounts in the planning database (Syteline).
• Item maintenance - adding, managing and updating products in the planning database (Syteline).
• Maintains Microsoft Office documents according to records retention policy.

1. Sales Activities:

• Following up on leads and converting them into sales.
• Upselling and cross-selling products to existing customers.
• Making outbound calls to prospective clients to generate leads.
• Providing post-sales support and follow-up.

1. Product Knowledge:

• Maintaining a thorough understanding of the company's products or services to provide detailed product information.
• Staying updated on industry trends and competitor offerings.

1. Collaboration:

• Working closely with the marketing and sales team in the development of sales strategies and promotional materials.
• Participating in sales meetings and training sessions.
• Suggests improvements; continuously improve the quality of all support activities.
• Observes safety and security procedures and follows all policies.
• Other duties may be assigned and/or may change according to workload or season.

Competencies

• Able to prioritize and manage daily work and multiple projects in a timely and effective manner.
• Must be savvy at building and maintaining working relationships with customers and co-workers.
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Qualifications

Education and/or Experience

• High School Diploma or Equivalent Required; Associates degree preferred
• Proficient in Crystal Reports, Syteline, and Microsoft applications
• Supervisory experience in Manufacturing and/or Customer Service preferred

Physical Demands

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

• Regularly required to use hands, fingers and arms and legs
• Occasional lifting up to 25 pounds
• Must be able to stand and sit for long periods
• Must be able to see and hear
• Must be able to use hand and arms to use keyboard and reach
• Work environment noise is moderate