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Customer Service Supervisor in US - Shelby Township, MI at Westlake Chemical

Date Posted: 5/10/2018

Job Snapshot

Job Description

SUMMARY:

The Customer Service Supervisor oversees the key activities and business processes of the customer service department.   Provide direction and support to customer service team; evaluating current practices while working to enhance processes and improve the level of service to the customer.    


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Improve or establish standard departmental policies and procedures, intended to ensure order accuracy to maintain superior customer service rating.
  • Conduct performance reviews and provide ongoing feedback and guidance, to coach for peak performance and/or develop action plans for improvement.
  • Focus on improving communication between Sales, Operations, Planning and Logistics for an improved customer service experience.
  • Hold weekly/ bi-weekly team meetings to keep team updated on various issues.
  • Manage month end close activities, confirming all warehouses are billed, noting accruals as needed. 
  • Maintain and manage communication to all outside accounts.
  • Manage billing process for off-site warehouses.
  • Monitor service level efficiencies in all locations and identify opportunities to improve workflow and efficiency levels.
  • Effectively communicate and coordinate internal workflow among all internal customers.

QUALIFICATION & SKILL REQUIREMENTS:

  • Bachelors in business or related field preferred.
  • 5+ years’ experience in customer service and 2+ years’ supervisory experience preferred. 
  • Overall knowledge of customer service in a manufacturing environment required. 
  • Knowledge and progressive experience in customer service in the building products industry preferred.
  • Ability to translate skills to other employees through training and mentoring.
  • Excellent interpersonal skills and the ability to relate to others with understanding and empathy.
  • Excellent verbal and written communication skills.
  • SAP or JDE experience preferred.

SUPERVISORY RESPONSIBILITIES:

The position requires the oversight of customer service representatives and pricing analyst.


PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee frequently is required to walk.  The employee is occasionally required to stand and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, depth perceptions, and the ability to adjust focus. Travel may be required on a limited basis.


WORK ENVIRONMENT:

While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, and fumes or airborne particles.  The noise level in the work environment is usually moderate.

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