Customer Service Supervisor

Were looking for a highly motivated, experienced Customer Service Supervisor to join our team!

• Excellent Medical, Dental, and Vision Benefit plans eligible to enroll within 30 days of hire!
• Annual Merit increases, Bonuses, and 401K Profit sharing match up to 5% each year!
• Over 180 hours of paid time off in year one of hire!
• Opportunity for advancement and training opportunities for all employees!

BYK Additives & Instruments is one of the worlds leading suppliers in the field of additives and measuring instruments. Around the world, the additives of BYK ensure that coatings and plastics precisely obtain the desired properties and the correct quality.

KEY CAPABILITIES

KNOWLEDGE:

• Familiarity with BYK customer requirements
• Thorough understanding of companys business processes
• In-depth knowledge of SAP. in Sales & Delivery (S/D) module. Must have hands-on experience with transactions as well as the inter-relationship of these with other areas of the company
• Key User for Sales and Delivery in SAP, with the ability to Test, Train, and Support with SAP initiatives for business process optimization

SKILLS:

• Good interpersonal communication abilities
• Must be able develop and implement new processes and procedures, communicating with stakeholders as needed
• Ability to maintain Customer Service KPIs as a leader of the department
• Must be able to think strategically as well as act tactically
• Good analytical abilities
• Good problem solving abilities
• Flexibility in dealing with others (e.g., colleagues, customers, etc.)
• Ability to deal effectively in situations involving stress
• Ability to coach and mentor employees

ATTITUDES:

• Being a self-starter
• Willing to make difficult decisions
• Positive disposition
• Ability to deal with multiple priorities

DUTIES AND RESPONSIBILITIES:

• Manage/Lead strategic and overall activities of customer service.
• Investigate customer's problems and find solutions.
• Communicate with customers via phone, email, letter, or face-to-face
• Hire, train, and terminate customer service representatives.
• Provide scripts to read from during phone calls.
• Handle major incidents that cannot be resolved by CSRs.
• Resolve complaints and order issues, issue return when required.
• Ask customers to provide feedback on agents and customer service experience.
• Keep abreast of new company products and services.
• Oversee product exchanges and returns.
• Compose and Analyze data and statistics.
• Compile and print reports on overall customer satisfaction.
• Isolate and identify areas of improvement.
• Train CSRs on how to adequately address problem over the phone or how to write correspondence.
• Work with management on customer service initiatives.
• Utilize social media to respond to customer complaints and praise.
• Keep accurate records of discussions or correspondence with customers;
• Meet with other managers to discuss possible improvements to customer
• Keep ahead of developments in customer service by reading relevant journals, going to meetings and attending courses
• Main contact for interaction with other groups such as planning, inventory and warehouse
• Actively oversees customer complaint process and proactively addresses issues, while looking for areas of continuous improvement.
• SAP Key User for S/D. Must be able to provide technical support, create user guides and provide training to employees.
• Provides SAP S/D project management as it relates to upgrades, transitions in processes, etc.
• Develops tools and processes to effectively manage C/S data, processes, complaints, etc.
• Also required to take customer orders via telephone, fax or email, enter orders and customer complaints, process returns and credits, and prepare Canadian export paperwork
• Department representative for all internal management meetings
• Must successfully complete appropriate D.O.T. Awareness and Shipping Paper training
• Provides leadership for establishing and maintaining a safe work environment.
• Proactively addresses and corrects all unsafe behaviors and conditions.

ESSENTIAL FUNCTIONS :

• Excellent phone and customer interaction skills
• Proficient in use of computer systems (Windows, SAP, etc)
• Ability to use office equipment such as fax machine/copier, etc.
• Telephone communications

QUALIFICATIONS:

• Bachelors Degree in business or related field
• 7+ years of related customer service experience
• 3+ years of experience in leading and supervising a team
• 3+ years of project management experience
• SAP experience as a Key User- S/D module.
• Proven ability to communicate well with all customers (internal and external) and with all levels of an organization, including global companies.
• Proven ability to develop and implement new processes and procedures
• Excellent computer knowledge/experience (Word, Excel, PowerPoint, SAP)

In the ALTANA Group, you will work in a unique culture of innovation where the utmost importance is attached to promoting individual ideas and abilities as well as open, trusting interaction. ALTANA AG and its subsidiaries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

We encourage you to apply to join our team!