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Regional Customer Service Supervisor

Overall Function

The Customer Service Supervisor is required to:

  • Supervise customer service personnel to ensure customers receive superior customer service. 
  • Work with CSR personnel and other departments to ensure day to day operations function smoothly. 
  • Follow company policies and procedures, as well as, management direction.

 

Responsibilities/Duties

  • Will manage a team of 12-14 individuals
  • Works with CCU Manager, OEM and Continuous Improvement directorate, branch personnel and sales staff to ensure customer needs are satisfied
  • Monitors workflow and departmental processes to ensure production and quality goals are met
  • Identifies training and developmental needs for CSR’s, makes recommendations as to training needs and takes part in providing training elements where appropriate
  • Ensures invoices are matched to PO’s, are checked for accuracy, approved/sent to AP for processing in a timely fashion
  • Audits CSR’s production to ensure all products are shipped or delivered in the month they are invoiced, accurate information is keyed for new customer/vendor setup, and customer satisfaction surveys are completed on a monthly basis
  • Monitors team to identify potential problems, provide analysis and recommends  corrective measures to eliminate future problems
  • Coach and counsel CSR’s, assist in conducting performance evaluations, and provides performance feedback regularly
  • Assist CCU Director with formulating, drafting, and implementing departmental goals and policies
  • Partners with management to improve effectiveness and efficiency of workflow and communicates trends and escalated issues as appropriate
  • Provide thorough, accurate and timely information for monthly reporting to accounting, management, etc.
  • Demonstrates professionalism and the ability to accomplish goals while fostering  a team atmosphere

 

Direction Received

  • The position requires a reliable individual who can follow instructions accurately, demonstrate sharp problem solving skills, lead without bias, and is able to work in a fast paced environment
  • The direction will come from the CCU Manager and company policies and procedures

 

Requirements

  • Minimum High School Diploma/GED
  • 2-3 years Management Experience a plus
  • Salesforce and SAP experience a plus
  • Customer Facing Tire Industry or Service Industry Experience
  • Ability to multitask and not being afraid to get their hands dirty

 

What We Offer

  • Medical, Dental, Vision and Life Insurance
  • Working hours Monday-Friday 8am-5pm
  • Company Cell Phone
  • Additional benefits provided

 

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