Customer Service Supervisor

Denville, NJ 07834

Posted: 06/27/2019 Industry: Clerical Job Number: 9000

SUMMARY

Oversight of the processing of incoming customer orders/sample orders/ prepares quotes/ addresses inquiries, provides follow ups, and assists with problem resolution. Supports field sales representatives through the Customer Service team, in achievement of superior customer satisfaction for maximum growth and execution of Global Customer Delight. Serves as back up to team members when needed.



RESPONSIBILITES

  • Ensure a streamlined and successful customer experience with all customers engaging with the organization and have a high customer satisfaction outcome, which will enhance the organization brand and secure sense of ease & pleasure of doing business with the organization



  • Be responsible for entire customer order fulfilment process; Ensure all customer orders are On Time and In-Full [Delivery] (OTIF) and Right the First Time (RTFT)



  • In charge of all Pre & Post Sales operations activities (i.E. Customer Pricing process / Forecasting / Order processing / RMA / Complaints management / Customer Satisfaction Survey)



  • Constantly elevate the CS process deliverables with best practices solutions; drive ISO process for CS; assist Internal Customers (sales team, product management)



  • Drive projects which will help in upselling of products, automation of processes, reduction of costs, etc., monitoring and influencing OTIF drivers



  • Builds customer intimacy by knowing and anticipating needs proactively



  • Act as customer advocate within the organization



  • Actively participates in building a long-term relationship with customers organization



  • Institutes and enforces improved processes and best practices where deemed necessary



  • Receives and processes sales orders and sample orders received by telephone, fax, mail, or electronic services in an efficient and expedient manner



  • Prepares and forwards order acknowledgements



  • Coordinates and acts as point of contact for 3rd party service providers and ensures all orders are shipped from warehouses



  • Proactively monitors and keeps customers and sales advised of shipment dates, production schedules, delivery dates



  • Assists shipping with efforts to guarantee quality service by maintaining updated shipping and packaging requirements



  • Oversees tanker truck shipments



  • Prepares and runs reports and performs special projects as requested



  • Quoting freight, both domestically and internationally



  • Handles all shipment damages and claims, as well as customer complaints and CAPA (Corrective Action/Preventive Action) to resolve in mutually agreeable manner



  • Responds to general inquiries from customers and sales representatives related to orders, products, literature, shipping and delivery, availability, packaging, and ETA s



  • Works closely with sales representatives to be proactive in meeting customer needs and keeping them informed of all activities associated with their accounts



  • Supports customer relations and assists with problem resolution in a timely and professional manner



  • Interacts and collaborates with Technical Service to resolve customer complaints through the CAPA process within specified timeframe; Ensure RMA process and credit notes to customer



  • Recommends alternate products when possible, and refers customers to technical services or sales for assistance when needed



  • Serves as go to person for the resolution of escalated Customer related inquiries



  • Oversees the workflow of the Customer Service PPD staff and adjusts accordingly



  • Works along with Supply Chain/Plant to anticipate availability of product for shipment and determine estimation of delivery time for customers



  • Responsible for ensuring price change mechanism with customer is completed timely and accurately



  • Assists in the NAV implementation/upgrades and ensures a seamless transition for customers



  • Contributes to upgrades and process improvements in Salesforce.Com



  • Drive automation of CS process to bring in efficiencies



  • Identify and drive cost saving projects which has CS/SC impacts



  • Develops technical proficiency in NAV and serves as CS PPD expert



  • Negotiating service providers costs (i.E... Logistics service provider, Warehouse, Clearing agents, etc.)



  • Other projects as defined by management





QUALIFICATIONS

  • Associate Degree with two years related experience and/or training; or Bachelor s Degree; or equivalent combination of education and experience.



  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.






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