Customer Service Supervisor

Who We Are

Originally founded in Silicon Valley in 1952, we’ve been a private, family owned and operated business since 1969. We are humbled by the long-term relationships with our customers, earned through the packaging solutions we offer, including design, engineering, testing, manufacturing, and fulfillment of custom and stock packaging

Your Role

Customer Service Supervisor

Benefits: Medical, Dental, Vision, 401k, Life Insurance, Paid Time Off, Paid Sick Leave, and Holiday Pay

As our Customer Service Supervisor, you come with a customer service background to primarily assist in supervising Customer Service Representatives within our centralized customer support team. You’ll provide support and ongoing communication between our internal teams and the customer to deliver the right product at the right time and for the right price to ensure a long-term partnership is established between our customer and TransPak. Reporting directly to the Regional Customer Service Manager, you will oversee and coordinate essential functions within our centralized customer support team.

What You’ll Be Doing

Supervisory Functions

• Trains employees on new processes and procedures
• Lead or facilitate weekly team meetings and actively participate in management meetings to ensure alignment and progress
• Focus on helping team members improve their skills and knowledge through coaching
• Challenge team members in providing exceptional support to both external and internal customers
• Help develop goals, action plans, and timetables
• Conduct regular on time performance appraisals of all team members
• Make daily effective, independent decisions on issues that don’t require team input or agreement
• Assist team members in resolving problems of attitude or interpersonal deficiencies using counseling and confrontational skills
• Ensure an efficient training program is in place: Written documentation of competencies necessary to be successful plus classes and courses required and completed
• Dayforce payroll management and scheduling
• Provide employee performance appraisals and disciplinary action.
• Effectively and efficiently identify and resolve customer issues and problems; serve as a point of escalation for customer issues requiring a higher degree of expertise or discretion.
• Capture and document the operational requirements of key customers, with respective steps to improve partnerships.
• Responsible for maintaining accurate Open Sales Reports. Run daily/monthly SEI reports for regular monitoring and end of month close.
• Serve as site change champion for system upgrades, procedure and policy changes.
• Responsible for invoicing delays and invoicing accuracy related to customer service data entry. 

Customer Service

• Monitor and ensure that all email, fax and telephone orders from internal and external customers and suppliers are being answered and addressed
• Maintain customer and product profiles and assist with sourcing vendors to provide new products

Processing Orders

• Occasional data entry in the order system, order acknowledgement, and expediting through final order delivery and invoicing

Sales Assistance

• Support business development tasks such as customer expansion, potential customer research, client presentations or other related special projects

Marginal Functions

• Assist sales with billing and pricing questions or research. May include filing and scanning
• Billing, payroll approval
• PO approval, new item reviews
• Sage purchasing work instruction review
• Cost reviews – work with Project Managers on price setting or recommending

What We’d Like to See from You

Required

• Strong people-oriented manager with experience overseeing teams
• Willing to learn the business and contribute to continuous improvement of our team
• Proven ability to interface in a collaborative, professional and solutions-oriented manner
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail

Preferred

• Associates degree
• 2-3 years of experience in customer service, sales/marketing or administrative support roles
• Proficient in MS Office Suite (Word, Excel and PowerPoint) to create professional invoices, quotes, pivot tables, and presentations.  Ability to use search tools (i.e., Google) for research or vendor sourcing projects
• Experience using an ERP like Sage, Oracle/NetSuite and/or SAP
• Ability to manage time and priorities independently in a fast-paced environment

Interested but Concerned You’re Not Qualified?

Don’t meet every single requirement? At TransPak, we are building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this, or other, openings

We look forward to reviewing your application

Talent Acquisition Team