Customer Service Supervisor

Company Overview:

NoIR stands as a leader in the protective eyewear industry. We are focused on developing, producing, and marketing specialized safety glasses for lasers, non-coherent light sources, sunglasses, and visual aids for the low vision population. 

NoIR is a family-owned company of over 50 people, led by a strong and compassionate management team and offering a casual, friendly workplace. We have been growing for 50 years by staying focused on our customers, by striving to produce and deliver the highest quality eyewear in the industry, and always recognizing that our team is built on everyone’s strengths, talents, and integrity. 

Position Overview:

The Customer Service Supervisor plays a pivotal role in ensuring exceptional customer satisfaction. This position involves managing a team of Customer Service Representatives (CSRs), overseeing daily operations, optimizing CRM usage, resolving customer concerns, and fostering a culture of teamwork and continuous improvement. The CSS works collaboratively across departments to ensure smooth order processing and uphold service excellence.

Key Responsibilities:

• Oversee the daily operations of the customer service team, ensuring efficiency and adherence to service standards.
• Monitor and enforce the consistent use of the CRM system within Epicor ERP, ensuring accurate logging of all customer activities.
• Manage customer orders from receipt through delivery and acceptance, ensuring seamless processing.
• Cultivate a positive and collaborative team environment that encourages teamwork and innovation.
• Conduct performance monitoring and provide constructive feedback and coaching and development to team members.
• Respond to customer inquiries promptly and professionally.
• Collaborate with internal departments, including sales, logistics, and finance, to ensure customer satisfaction and timely order fulfillment.
• Oversee the return authorization process, coordinating with Account Executives and other teams to ensure timely communication and resolution.
• Support daily order entry, ensuring accuracy and efficiency.
• Provide the Director of Sales with updates on KPIs, order processing issues, and other critical metrics.
• Retrieve data from the ERP system, analyze data, and build reports to support sales and customer service teams.
• Manage open orders and ensure order fulfillment metrics are met or exceeded.
• Address and resolve order-related issues promptly, collaborating with purchasing, sales, and production teams for effective solutions.
• Assist in pre-sale development, including pricing, availability, configuration, and profitability analysis with sales personnel.
•  Establish new customer accounts and update existing information per company guidelines.
• Answer and route telephone inquiries to ensure seamless communication.
• Directly engage with customers to deliver outstanding service as needed.
• Monitor and track KPIs, ensuring alignment with corporate objectives.
• Perform other tasks as assigned by leadership.

Qualifications:

Required:

• Associate's degree in business, communications, or a related field.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Excellent communication and interpersonal abilities to engage with customers and team members.
• At least three years of experience supervising a customer support team, focusing on team building and delivering exceptional service.
• Problem-solving skills to address customer concerns and support team success.
• Proficiency in ERP and MRP systems for managing orders and customer relationships.
• Proficient in Microsoft Office: Excel, Word, and PowerPoint
• Collaborative leadership style with a focus on team development and customer-first approaches.

Preferred:

• Bachelor’s degree in business or related fields.
• Experience in customer service within a manufacturing or product-based environment.
• Familiarity with Epicor ERP systems.

Compensation and Benefits:

• Competitive salary with bonus opportunities.
• Comprehensive insurance coverage, including medical, dental, vision, life insurance, 401k plus match.
• Paid vacation and company holidays.
• Casual dress code and a friendly work environment.