Supervisor - Customer Service

Carpenter Technology Corporation is a leading producer and distributor of premium specialty alloys, including titanium alloys, nickel and cobalt based superalloys, stainless steels, alloy steels and tool steels.  Carpenter Technology’s high-performance materials and advanced process solutions are an integral part of critical applications used within the aerospace, transportation, medical and energy markets, among other markets.  Building on its history of innovation, Carpenter Technology’s wrought and powder technology capabilities support a range of next-generation products and manufacturing techniques, including novel magnetic materials and additive manufacturing. 

SUPERVISOR – CUSTOMER SERVICE

PRIMARY RESPONSIBILITIES FOR THE SUPERVISOR – CUSTOMER SERVICE

• Manage and improve the operations including business systems, processes, and policies in support of customer satisfaction and corporate goals.  
• Manage and increase the effectiveness and efficiency of the support services through improvements to each function (quoting, order entry, invoicing, etc) as well as the coordination and communication between support and business functions.  
• Drive initiatives that contribute to overall customer satisfaction and operational excellence.  
• Develop and sustain effective and mutually beneficial relationships with Business Units, Logistics, Purchasing, Sales Force, International Operations, Credit, Planning, Manufacturing, Quality, and Finance. 
• Works within and in conjunction with above departments and to identify training initiatives, continuous operational improvement activities in support of overall business objectives, cost reductions, and customer satisfaction initiatives.  
• Provide a leadership role in daily problem solving to mitigate risk and customer dissatisfaction.  
• Create and lead a positive enthusiastic work environment that is team-oriented, customer focused and quality driven.  
• Accountable for re-engineering department to meet changing organizational and business needs. 
• Provide technical and functional expertise to assist team, customers, and inter departmental resources with various levels of problem resolution.  
• Ownership of talent selection, growth and development, succession planning and ongoing departmental performance management by providing strong leadership and coaching.  
• Development and maintenance of departmental metrics.  
• Accountable for the adherence to departmental processes and the compliance with corporate and regulatory guidelines as well as customer service best practices.  
• Perform all other duties and special projects as assigned. 

REQUIRED FOR THE SUPERVISOR – CUSTOMER SERVICE

• Available for a hybrid schedule based in either Raleigh, NC; Latrobe, PA; or Reading, PA
• High school diploma required. Four-year college degree is preferred.
• Two or more years management experience in a customer service/sales environment. 
• Knowledge of business-to-business customer service principles, standards, methods and practices. 
• Knowledge of and adherence to all departmental procedures and compliance regulations. 
• Knowledge of effective problem-solving methods. Knowledge of positive employee relations practices.
• Identifies and resolves operational problems using defined processes, expertise and judgement. Customer Focus: 
• Interprets customer needs and assesses requirements. 
• Effectively coaches, gives performance feedback and may provide development opportunities for a shift, team or unit. 
• Demonstrated leadership ability; sets high expectations for performance. 
• Ability to consistently perform in a fast-paced, demanding and changing work environment. 
• Motivation to do what is best for our customers and our business. 
• Proven commitment to operational and customer service excellence. 
• Ability to motivate others. 
• Direct, candid and mature interpersonal skills, including effective active listening skills. 
• Trustworthy and able to influence others. 
• Willingness to offer a dissenting opinion before final decisions are reached. 
• Innovative problem-solving skills, including motivation to discover "Win-Win" outcomes whenever possible. 
• Ability to successfully coordinate internal and external resources. 
• Ability to organize, prioritize and follow-up on tasks. 
• Good business judgment and decision-making skills. 
• Disciplined results orientation. 
• Strong quality orientation and attention to detail. 
• Ability to project a positive attitude at all times. 
• Ability to work effectively as part of a team. 
• Initiative. 
• Honesty and integrity. 
• Effective business writing skills. 
• Enhanced computer and information technology literacy. 
• Flexibility in terms of working hours. 
• Ability to travel on occasion. 

Carpenter Technology Company offers a competitive salary and a comprehensive benefits package including life, medical, dental, vision, flexible spending accounts, disability coverage, 401k with company contributions as well as many other options to employees.

Carpenter Technology Corporation’s policy is to fully and effectively maintain a program of equal employment opportunity and nondiscrimination for all employees, to employ affirmative action for all protected classes, and to recruit and develop the best qualified persons available regardless of age, race, color, religion, sex, gender identity, sexual orientation, marital status, national origin, political affiliation or any other characteristic protected by law. The Company also will recruit, develop and provide opportunities for qualified persons with disabilities and protected veterans.