Customer Service Supervisor

DescriptionCONSTRUCTION SPECIALTIES, INC. Founded in 1948, Construction Specialties (CS) is a specialty building products manufacturer. CS provides solutions to building challenges that architects, designers, building owners, facility managers, and contractors face every day. Since inventing the first extruded louver, CS has become a global leader in all our product categories. Our products are a part of some of the most iconic buildings around the world–from the world’s tallest tower, Burj Khalifa in Dubai, to the Oculus at the World Trade Center Transit Hub in Manhattan. If you want to work in an inspiring atmosphere and collaborate with customers and colleagues to solve challenges, we're the right place for you. CS: People. Buildings. Better.Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state or local law. SCOPE OF POSITION:Responsible for leading and managing customer service and support function team members. This includes holding accountability to the staff and business operations of the department to achieve increased customer satisfaction levels while improving the impact and influence of the department on other operations.ESSENTIAL DUTIES AND RESPONSIBILITIES:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, including but not necessarily limited to the following:Assigns and monitors the workload of the customer service staff to ensure all expectations and needs of the customer are met and the department responsibilities are executed.Continually provides leadership, direction and training to customer service team members of responsibility to ensure high levels of service to our customers and sales channel team members in order to provide elevated service and responsiveness in a timely and valuable manner.Maintains familiarity with the on-going and future needs of our customers and sales channel members to anticipate and communicate future changes that may have impact (minor or major) to the area of responsibility and other CS business units.Responsible for continuous improvement practices and implementing policies and procedures alongside best practices.Acts as interdepartmental liaison to ensure the customer service department and staff work and communicate effectively with counterparts of cross-functional groups and services throughout CS businesses. Researches the background of escalated issues presented and provides coaching and direction of possible solutions to team members for the team to assert and successfully solve those issues; in addition to unresolved issues related to product, projects, or the customer experience.Handles significant service or support escalations from within the department and contacts customers and sales channel members as required, regarding matters.Prepares status reports concerning departmental activities and work in progress as required.Ensures that work groups have necessary resources to complete requirements. Helps facilitate the group process both in meetings and in daily operations. Provides feedback and coaching for assigned staff and develops the entire group in group process, team dynamics, basic quality tools, and problem-solving models and techniques.Guides work group problem solving process toward continuous improvement of quality and productivity measures and expediently advises groups of any organizational changes that may affect their processes. Ensures that department goals are pertinent and clear to all.Helps groups (both direct and indirect) reach consensus of key issues.Initiates and conducts Customer Service Staff meetings to keep staff informed on procedures, offer constructive recommendations to resolve problems, and assist with general administration of the department roles.Ensures that performance reviews are conducted on time in the department.Continually reviews, updates, and monitors key business policies, disciplines, and principles, including but not limited to ISO 14001, CTPAT and other regulatory practices to ensure adoption and practice from all team members.QualificationsKNOWLEDGE/ SKILLS/ EXPERIENCE/ EDUCATION: (Minimum Education and/or Experience required)Associates Degree or equivalent from two‑year college or technical school3 to 5 years of successful related experience and/or training; or equivalent combination of education and experienceBachelor’s Degree preferred. Previous experience working within a manufacturing environment is preferred.Excellent oral/written communication skills.Demonstrated experience leading teams. Demonstrated skills for conflict resolution. Ability to hold team members accountable and hold difficult conversations.Excellent customer relation and professionalism skillsPrevious knowledge and experience using CRM & ERP software applications within the manufactured environment are preferred (SAP, BPCS, Salesforce.com, etc.)Ability to read and understand contract documents related to material purchasing and construction drawings is preferred.SUPERVISORY RESPONSIBILITIES:Interviews, hires, trains, coaches, motivates Department Staff to attain the goals and responsibilities of the Customer Service Department. Directly supervises all Customer Service Representatives. Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include planning, assigning, and directing work; appraising performance; rewarding, praising, and disciplining employees, maintaining good employee relations, addressing complaints and resolving problems.Job Field: Post OrderTravel: Yes, 5 % of the Time