Div 147 - Customer Service Supervisor - Admin

Position Summary: Responsible for the processes and systems related to the servicing of our customers and the support of the sales staff. As a key leader in the Customer Service Team, directs the delivery administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction. Provides team members with the appropriate training, tools, direction and motivation that enable their success.

Customer Service Supervisor: Training, New Item Reviews, resolve invoicing issues, escalated customer issues, in some cases setting pricing.Reviewing Global Design Manufactured items and entering all GDC orders into Sage.Entering orders and managing VMI (vendor managed inventory.)

Essential Functions:

• Manage Inventory: cycle counting, billing, Sage adjustments, receiving.

• Direct and Manage quality, RMA, RTV, Invoicing Issues, Sage Problems.

• Write processes and procedures for Customer Service, Purchasing, Fulfillment, Warehouse and Inventory Controls and assist in writing Global Design Center Processes.

• Review profit margin reports and investigate discrepancies.Work with Accounts Payable to resolve cost, UOM issues.

• Encourages team members to look for opportunities for process simplification and improvements.

• Challenges team members in providing exceptional support to both external and internal customers.

• Focuses on helping team members improve their skills and knowledge through day-to-day coaching.

• Assists team members in resolving problems of attitude or interpersonal deficiencies through the use of counseling and confrontational skills.

• Helps the departmental team develop goals, action plans, and time tables.

• Conducts regular on time performance appraisals of all team members.

• Ensures an efficient training program is in place, which includes written documentation of competencies necessary to be successful at the job, classes and courses required for the job and also those classes and courses that have been completed.

• Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement.

Education/Knowledge/Skill Requirements:

• High school diploma or GED required.1-2 years of post-high school education preferred.

• 1-2 years of experience preferred.

• Subject matter expertise in Packaging Manufacturing and Estimating

• Communication – ability to effectively exchange information with stakeholders.

• Critical Evaluation – ability to interpret information to make business decisions and recommendations.

• Relationship Management – ability to manage interactions to provide service and to support the organization.

• Ethical Practice – ability to integrate core values, integrity, and accountability throughout all organizational and business practices.

• Business Acumen – ability to understand and apply information to contribute to the organization’s strategic plan.

• Consultation – ability to provide guidance to organizational stakeholders.

• Leadership & Navigation – ability to direct and contribute to initiatives and processes within the organization.

• Global & Cultural Effectiveness – ability to value and consider the perspectives and backgrounds of all parties.