Customer Service Supervisor

JOB TITLE:

 Customer Service Supervisor

DEPARTMENT:

Customer Service

REPORTS TO:

 Operations Manager 

HOURLY/
SALARY:

Salary

DIVISION:

 Mining Solutions US

FLSA STATUS:

Exempt

REPORTING LOCATION:

 Billings, Montana

(IF EXEMPT
LIST EXEMPTION):

Professional

SUMMARY

The Customer Service Supervisor ensures that each quotation and order handled by our customer service team is fulfilled accurately, on-time, and satisfies the needs of our Customers. This position draws upon internal and external resources to assess price, cost, technical offering, supply chain and delivery considerations to offer company products that meet customer requirements and turn opportunities into profitable revenue. The Customer Supervisor works with management, pricing and inventory specialists to assure that our inside sales team quotes competitive pricing and achieves margin goals.

The supervisor leads our customer service team in interfacing and following-up quotations and orders with customers with a focus on improved accuracy and efficiency, through training, policy creation, process improvement, direct oversight and approval processes.

It is the responsibility of every H-E Parts International, Mining Solutions employee to insure a safe work environment.  All H-E Parts International, Mining Solutions employees share the responsibility to insure at the end of the day we return home safely to our families.  Our safe work environment value surpasses all other responsibilities.

Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Achieve inside sales and service objectives by leading the CSR team in proactively communicating with customers, soliciting new business, responding and following-up on inquiries for company products, and working with internal and external departments to exploit new business and satisfy customer orders.
  • Monitor performance of the customer service team to assure that we are optimizing our resources and meeting sales and customer support objectives. Establish and monitor key performance indicators and create and implement initiatives to improve productivity, quality, and customer-service standards. Resolve problems and identify customer service trends; determining system improvements and implement changes.
  • Work with the inside and external sales teams to capture competitive information and coordinate the use of this data with internal departments to help assure that competitive prices, margins and deliveries are maintained.
  • Maximizes customer operational performance by providing advice, resolving problems, creating new marketing tools for use by the inside sales team. Communicate with our customers on new product offerings and improve our inside sales and support tools to better serve our customers.
  • Monthly sales and customer service performance reporting
  • Quote and order performance reporting
  • Travels as required
  • The Customer Service Supervisor demonstrates a desire to progress in the company by taking initiative and assuming additional responsibilities and demonstrating dependability.

 

DECISION MAKING:

  • Position will be required to make decisions that will directly impact the department.
  • Motivates and collaborates with other employees to achieve aggressive goals and objectives
  • Ability to apply common sense understanding to create, communicate and carry out work in written, oral, or diagram form.

 

INTERNAL/EXTERNAL CONTACTS:

  • Position requires collaboration with department managers and current/potential customers.
  • This position also works with our manufacturing and sourcing teams to forecast demand allowing H-E Parts International to be more competitive in both price and delivery.

Successful Candidates should possess the following attributes:

DESIRED KNOWLEDGE, SKILLS & ABILITIES:

  • Orientation to detail and strong problem solving skills
  • Project management skills
  • Strong ability to work in cross-functional teams
  • Parts distribution knowledge and experience
  • Strong computer literacy and ERP experience
  • Effective use of Microsoft Office tools
  • Strong customer service orientation

 

REQUIRED EDUCATION and/or EXPERIENCE

  • Associated degree in business administration, engineering technologies or operations management (or a related field of study) or equivalent knowledge though work experience. (a 4-year college degree preferred, but not essential)
  • Minimum of 5 years of experience inside sales/customer service and support.
  • Strong aptitude for highly engineered complex mechanical products is desired.
  • A minimum of 3 years of supervisory experience is required.
  • Experience with industrial products distribution in a manufacturing setting is desired.
  • Strong analytical abilities.

Qualifications:

PHYSICAL DEMANDS:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Customer Service Supervisor.  Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the job. While performing the responsibilities of the Customer Service Supervisor, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is move throughout the office and reach with arms and hands. Vision abilities required by this job include close vision. Work is performed primarily in a standard office setting.

  • Sitting for prolonged periods of time - up to 8 hours or more per day.
  • Appearance at all times must represent the company image.
  • Work area may have fluorescent lighting and air conditioning.

 

SAFETY:

All employees must complete initial Safety Training.  Employees must ensure compliance with all safety policies, procedures, and work practices established by H-E Parts International. Avoid any activity that creates or poses a serious hazard to themselves or others while working for the company.  Immediately bring any safety concern to your supervisor, or others designated by departmental procedures.  If any employee believes that performing an assigned work task or activity may pose a serious risk to life or health, discuss the issue immediately and directly with your supervisor.  Prior to operating any  equipment supplied by the company, employees are to be adequately trained, equipped, monitored, evaluated, and guided as appropriate, to comply with established safety policies, standards, and procedures.

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