What are the responsibilities and job description for the Customer Service Supervisor position at Helios Hydraulics America?
Job Summary:
The Customer Service Supervisor oversees the daily operations of the customer service team in a contract manufacturing environment specializing in high-precision machining. This role ensures exceptional service delivery, manages order processing, and acts as a liaison between customers and internal teams to ensure satisfaction and alignment with production capabilities.
Supervisory Responsibilities:
- Lead, train, and mentor the customer service team to meet departmental objectives.
Duties/Responsibilities:
Team Supervision
- Lead, train, and mentor the customer service team to meet departmental objectives.
- Assign tasks, monitor performance, and ensure adherence to company policies and procedures.
- Facilitate communication and collaboration within the team to maintain a high level of efficiency.
Customer Interaction
- Serve as the first point of escalation for customer issues, resolving them promptly.
- Assist customers with inquiries, order updates, and issue resolution.
- Build strong relationships with key accounts to ensure satisfaction and loyalty.
Order Management
- Oversee accurate entry and tracking of customer orders in ERP systems.
- Monitor orders from receipt to delivery, ensuring timelines and specifications are met.
- Coordinate with production, engineering, and quality teams to address customer requirements and resolve any discrepancies.
Process Improvement
- Identify opportunities to improve customer service processes and implement solutions.
- Collaborate with cross-functional teams to streamline workflows and enhance efficiency.
- Utilize customer feedback and performance metrics to recommend improvements.
Reporting and Documentation
- Maintain accurate records of customer interactions, orders, and issues.
- Prepare regular reports on team performance, customer satisfaction, and operational metrics for management review.
- Ensure compliance with customer-specific requirements, quality standards, and industry regulations.
Customer Service Support
- Assist with quoting, contract review, and order confirmations as needed.
- Support the team during peak workloads or in the absence of team members.
- Provide input on pricing strategies, delivery schedules, and production feasibility based on customer needs.
Required Skills/Abilities:
- Ability to work collaboratively with cross-functional teams.
- Strong leadership and team-building skills.
- Customer-focused approach with attention to detail.
- Problem-solving and conflict-resolution abilities.
- Knowledge of manufacturing processes, particularly high-precision machining, is a strong advantage.
- Understanding of ERP or CRM systems.
- Excellent communication and interpersonal skills.
Education and Experience:
- Associates or Bachelors degree in Business Administration, Engineering, or a related field (or equivalent experience).
- 3 years of customer service leadership experience, preferably in a manufacturing or high-precision machining environment.
Physical Requirements:
While performing the duties of this job, the employee is regularly required to stand, walk, use hands and fingers, feel/reach with hands/arms, and talk to hear. The employee frequently is required to sit and at times walk around the office. While performing the duties of this job, the employee is exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is usually low.