What are the responsibilities and job description for the Customer Service Supervisor (L0860) position at PETE LIEN & SONS, INC?
The Customer Service Supervisor reports directly to the Chief Marketing Officer and directly supervises up to five team members. This role is responsible for driving customer satisfaction, supporting sales initiatives, and ensuring operational efficiency across departments. Specific tasks include, but are not limited to the following:
Duties & Responsibilities
• Lead and develop the customer service team, providing daily support, coaching, and performance management.
• Manage sales support functions, including customer service representatives and customer retention analyst, with a focus on the Mining & Mineral Processing division.
• Coordinate seamlessly with sales, logistics, operations, and accounting to fulfill customer needs and maintain high service standards.
• Execute and support strategic sales and marketing initiatives, including project bids, contract negotiations, and customer engagement plans.
• Analyze and maintain customer pricing structures, fuel surcharges, and purchase order updates to ensure profitability and alignment with market conditions.
• Oversee customer billing and invoicing processes, including credit holds, collections, demurrage charges, and reconciliation of internal transfers and shipment discrepancies.
• Monitor and manage inventory and shipment tracking processes, ensuring accuracy through regular audits and system reviews.
• Collaborate on production and demand forecasting, working closely with operations managers to align sales plans with supply capabilities.
• Support and utilize Customer Relationship Management (CRM) software and customer portal solutions for tracking, reporting, and communication.
• Track, report, and analyze sales performance and budget metrics (monthly, quarterly, YTD) to drive business decisions and continuous improvement.
• Promote and maintain compliance with safety policies, industry training requirements (e.g., Part 46 certifications), and company procedures.
• Facilitate interdepartmental collaboration and participate in cross-functional meetings to align goals and streamline processes.
• Represent the company in industry organizations, customer meetings, and external partnerships to promote brand and market growth.
Structure
• Reports directly to Chief Marketing Officer (CMO)
• Meets bi-weekly (at minimum) with CMO for strategy and reporting
• Attends team meetings as requested (typically Mondays and Fridays at 9:00 AM)
• Provides regular CRM-based reports detailing task updates, recommendations, and schedules
• Engages with customers regularly to support retention and satisfaction
• Collaborates closely with the Technical Sales Team
• Travels as needed, including occasional overnight stays for customer or operational need
A company job description can be found here.
