What are the responsibilities and job description for the Customer Service Supervisor position at Down, Inc.?
Essential Functions:
Ensures a seamless and positive customer experience from order entry to delivery, managing all digital and in-person interactions with professionalism and efficiency.
Manages assigned accounts, providing coverage for other Service Specialists.
Handles incoming calls from consumers and corporate customers, addressing inquiries and resolving issues in a timely and professional manner.
Collaborate with Sales and Marketing to onboard new customers and complete customer vendor forms accurately and efficiently.
Works cross-functionally with internal departments—including the Distribution Center, Credit, Accounting, Scheduling, and Sales & Marketing—to support customer orders, resolve issues, and address inquiries.
Proactively communicates with customers regarding key updates, including price adjustments, inventory availability, and product delivery timelines.
Documents and tracks customer feedback by logging complaints, compliments, and issues into the designated system for continuous improvement.
Assists with special projects as assigned, contributing to initiatives that enhance customer service and operational efficiency.
Job Specifications:
Experienced in managing and enhancing customer service operations within a multi-location manufacturing environment, ensuring exceptional support and seamless order fulfillment for both domestic and international customers. Skilled in problem-solving and communication, with the ability to listen, assess, and resolve customer inquiries and escalations calmly, objectively, and efficiently. Strong organizational and project management abilities, with a focus on prioritization, attention to detail, and follow-through. Capable of developing and implementing process improvements, policies, and customer service strategies to drive efficiency, enhance customer satisfaction, and support business objectives.
Skills And Abilities:
Technology: Experienced with CRM/ERP applications and ability to learn proprietary software required; Proficiency in Microsoft Office products including Excel, Word, Outlook, and PowerPoint required.
Leadership/Behaviors: Demonstrates a high customer-service and supportive personality with a strength in educating others towards best practices; passionate about creating enhanced solutions targeted towards business goals; forward thinking, with the ability to be discrete with confidential information; collaborative and resourceful; self-directed and comfortable working within a broad set of guidelines. Flexible and adaptable.
Language: Excellent verbal and written skillset. Ability to speak and read English. Bilingual is a plus but not required.
Education: Bachelor’s degree in business, or equivalent combination of education and experience preferred.
Experience: 5 years of progressive experience within customer service with 3 years managing both people and processes in a complex multi-location, manufacturing environment.