Customer Service Supervisor

Job Description

Job Description

This growing distribution business is looking for an energetic and dependable individual to join our team as a Customer Service Supervisor.

Established in 1985, We are the region's largest independent battery distributor. Specializing in commercial applications, we provide energy storage solutions in an industry that is rapidly growing. As a team with decades of experience, we solve customer problems with exceptional products and unparalleled service. Our growth is powered by our unwavering belief that our employees come first. We provide our customers with more than batteries - we strive to deliver a solution to a problem, and we do that with our team of dedicated experts.

DUTIES AND RESPONSIBILITIES

• Responsible for overseeing daily transactions of the CSR’s by providing guidance on pricing, delivery dates, product specifications and company policies/procedures.
• Maintaining appropriate workflow within department to meet or exceed activity objectives
• Directly involved in hiring of new CSR’s
• Make sure all CSR’s are trained appropriately and are competent to perform all duties within their area by utilizing service metrics
• Constantly reviewing and getting input from staff on ways to improve processes
• Oversee the process of staff properly applying warrantees and scrap credits
• Recommend alternative products based on cost, availability, or specifications
• Ability to resolve issues/questions that occur during the day in a timely manner
• Maintains customer records, notes & data
• Interacts with others in department via Chat Room Processes Requests for Credit (RFC) in timely manner
• Monitor scheduled shipping dates to ensure timely delivery and expedite as needed
• Communicate to the purchasing department unexpected increases or decreases in demand for products
• Identify trends in customer satisfaction or dissatisfaction
• Manage time effectively, meet personal goals, and work effectively with members of the sales fulfillment team
• Back-up for National Accounts Coordinator
• Ability to perform CSP duties if necessary
• Performs other related duties as assigned by management.
• Ensures all customer calls/emails are processed in a timely manner and are entered to achieve service level objectives. Provides support for any transactions that require escalation to process.
• This position directly supervises 5 employees within the Customer Service Department  

REQUIREMENTS

 

• Commitment to providing exceptional customer service
• Five years of experience in direct interaction with sales force and customers
• Excellent written and verbal communication and presentation skills
• Strong people skills
• Strong time management skills
• Ability to multi-task
• 10% travel required
• Computer skills required: NetSuite software, Microsoft Office, Nextiva automated phone system
• Pre-Employment physical and drug screen required

What Tri State Battery Offers You

• A competitive 401K Match (Currently 50% up to 6% of compensation)
• Health Insurance, Dental, Flexible Spending Account
• Eligible to participate in scrap incentive program
• Life Insurance, 100% Employer paid
• Paid Holidays, Vacation and Sick Time
• Training – We invest in developing your skills and growth