PURPOSE OF ROLE :
The Customer Service Supervisor is focused on leading a team of professional Account Specialists in their daily operations that drive and coordinate the order fulfillment process. The objective of the position is to form and maintain a culture of continuous improvement within Bamberger Amco's business-to-business order fulfillment process through daily management of the Customer Service team. The ability to work in a fast-paced environment, think critically, problem-solve, prioritize tasks, and lead the team to achieve targets will be paramount to the success of this role. The Customer Service Supervisor will collaborate with the department managers to maintain an efficient, effective, well-rounded environment that supports the business as well as the individuals within the team.
ESSENTIAL FUNCTIONS :
- Participate in the planning and implementation of department goals and objectives under the guidance of the Commercial Operations Director
- Build personnel plan for assignment and communicate to leadership to include in department wide plan
Execute against plan through recruiting, interviewing and hiring new employees
Oversee onboarding of new employeesCoordinate with Regional Commercial Directors, Account Managers and Account Specialists during necessary account transitionsOrganize, mentor, review and coach the team on a day-to-day basisLead team to execute to key performance indicators (KPIs) to maximize productivity in support of an effortless customer experienceHold team accountable to perform within the policies and procedures of the department
Review daily, weekly and monthly reports and systems to ensure targets are being metAssist in establishing, and overseeing daily management meetings to track KPI's, identify failures and intervene to drive immediate adjustments to daily plan
Participate in team problem solving activities, per lean basics training, and facilitate to the execution of solutionsTranslate insight from stakeholders into actionable items that will result in measurable improvements that influence Bamberger Amco business performance and customer satisfactionExhibit a comprehensive understanding of the supply chain
Partner with supervisors and managers of stakeholder departments to establish proper transaction handoffCollaborate with leadership in planning and implementation of department goals and objectivesServe as immediate point of escalation and ensure proper communicate of matters to the department managerCompile quantitative data for monthly / mid-year / annual reviewsIdentify and document personnel achievements and areas of focus
Approve time off requests and coordinate coverage for team's personal time off (PTO)Edit, monitor and approve timesheets for all Account Specialists
Handle disciplinary action in accordance with company standardsResearch RGAs (Return Goods Authorizations) and CARs (Corrective Action Requests) to complete necessary documentationMaintain and distribute Customer Service related documents on behalf of the management teamOversees 24 / 7 Customer Service Line - First point of contact for afterhours emergenciesOther duties as assignedREQUIRED SKILLS
Proven leadership experienceBachelor's Degree or equivalent work experience requiredExperience working with sales transactions for tangible goods or servicesExcellent verbal and written communication skillsStrong analytical skillsAbility to maintain high level of organization and prioritizationExperience working within an Enterprise Resource Planning (ERP) systemProficient in Microsoft Office - Outlook, Word, and Excel, with the aptitude to quickly learn and understand additional in-house applicationsAbility to maintain a professional attitude and positive outlookInnate sense of urgency that provides proactive and consistent workWillingness to adapt in an evolving environmentFlexibility in schedule with ability to handle problems outside of typical business hoursPREFERRED SKILLS
Experience in distribution, manufacturing, warehousing, or supply chainLean Business Model or Six Sigma experience or trainingFamiliarity with Tableau or similar reporting softwareChange Management experience, training or certificationPlastic, chemical, or similar industry knowledgeNOTICE TO APPLICANTS :
Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status, or marital status. We assure you that your opportunity for employment with this employer depends solely upon your qualifications.
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