Customer Service Supervisor

Customer Service Supervisor

Be part of a growing, successful company in an exciting and challenging field. Border States is 100% employee-owned, which means you're empowered to make decisions, find solutions and receive rewards for your hard work. This position will be located in Pewaukee, WI.

Job Summary

The Customer Service Supervisor leads and supervises the day-to-day operations of the Customer Service in promoting sales, obtaining orders and providing service to our customers. Obtains orders, provides customers timely follow-up on technical inquiries, participates in the marketing, planning and sale of Border States' products and services, provides input to sales and marketing on customer needs regarding pricing, products, competition and procedures, resolves customer billing problems, and performs appropriate SAP functions to ensure customer service areas run efficiently and accurately.

Responsibilities

• Works closely with Border States' sales and marketing staff to meet and exceed sales and gross profit objectives.
• Obtains orders and provides proactive customer service sales functions including, but not limited to, order entry, expediting, pricing, follow-up and other services, as required.
• Provides customers with timely and accurate follow-up on technical inquiries or other requests.
• Actively participates in the marketing, planning, and sale of Border States' products and services.
• Participates in and advises management on the implementation of marketing plans and strategies and leads the implementation at the branch level.
• Provides input to the pricing and purchasing areas on product evaluations, code descriptions, inventory management, pricing development, and other related functions.
• Performs the appropriate SAP functions to assure customer service areas runs as efficiently and accurately as possible.
• Develops standard operating procedures, guidelines, or checklists for customer service area to ensure consistent, accurate and repeatable processes.
• Leads change management in customer service area which may include training, formal communications, or other corporate initiatives.
• Attends sales meetings and training programs, as required.
• Assists with sales meetings and trade shows, as needed.
• May develop quotations and request bid or performance bonds for customers within company profit objectives and guidelines.
• Training new hires, as required.
• Maintains reports as required, this may include: bill blocks, delivered not invoiced material, open work cycles, credit cards without authorizations etc.
• Trains on best practices to improve operations effectiveness.
• Identifies and leads continuous improvement opportunities working with branch, regional or corporate stakeholders.
• Responsible for performing the duties of the Customer Service Representative, as needed.

Qualifications

Minimum of a 2 year business/trade degree preferred or the equivalent in work experience. Prior supervisory experience with a minimum of 3 years of prior customer service, city desk or sales experience preferred. Strong knowledge of electrical products and systems preferred. Technical ability to understand electrical systems with a minimum of 4 years of prior electrical distribution experience preferred. Ability to read, write, and speak in English preferred. Prefer strong working knowledge of PC for Windows, Microsoft Office (Excel, Word, and PowerPoint), internet, email, and SAP software.

Skills and Abilities

Excellent customer service skills include being competent, accurate, responsive, and engaged. Excellent interpersonal, written and verbal communication, reading, and customer service skills are preferred with the ability to effectively plan and organize.

Physical Requirements

Frequency at which you would carry/lift in a typical day: Occasionally 0 33% Frequently 34 66% Continuously: 67 100% Lift from Waist: < than 10 lbs. - Not at all 10 to 25 lbs. - Not at all 26 to 50 lbs. - Not at all 51 to 75 lbs. - Not at all 75 to 100 lbs. - Not at all 100+ lbs. - Not at all Lift from Floor: < than 10 lbs. - Frequently 10 to 25 lbs. - Frequently 26 to 50 lbs. - Occasionally 51 to 75 lbs. - Occasionally 75 to 100 lbs. - Not at all 100+ lbs. - Not at all Carried for Distance: < than 10 lbs. - Not at all 10 to 25 lbs. - Not at all 26 to 50 lbs. - Not at all 51 to 75 lbs. - Not at all 75 to 100 lbs. - Not at all 100+ lbs. - Not at all Physical Activity Frequency at which you would do the following in a typical day: Sitting (a continuous period of being seated) - Continuously Standing (for sustained periods of time) - Frequently Walking (moving about on foot to accomplish tasks) - Frequently Bending/stooping (downward and forward) - Occasionally Crawling (moving about on hands and knees or hands and feet) - Not at all Climbing/Walking Stairs (ascending or descending) - Frequently Reaching (extending arms in any direction) - Frequently Crouching/squatting (bending the body downward and forward by bending leg and spine) - Occasionally Kneeling (bending legs at knee to come to rest on knee(s)) - Occasionally Balancing (maintaining body equilibrium to prevent falling) - Occasionally Repetitive motion (substantial movement (motions) or the wrists, hands, and/or fingers) - Continuously Pivoting (movement in any direction with one foot, keeping the other in contact with the floor) - Occasionally Pushing/Pulling (using upper extremities to press against or draw or tug) - Occasionally Grasping (Applying pressure to an object with the fingers and palm) - Continuously Fingering (picking, pinching, typing; working with primarily fingers and not whole hand) - Continuously Talking (expressing or exchanging ideas by means of the spoken word) - Continuously Driving (the control and operation of a motor vehicle) - Occasionally Desk work (work usually performed at a desk) - Continuously Use of a computer - Continuously Use of a telephone - Continuously Hearing (Perceiving the nature of sounds at normal speaking levels) - Continuously Exposure (to adverse weather & temperature conditions) - Occasionally Travel (travel needed to perform job duties) - Occasionally