Customer Service Supervisor

Genuine Parts Company; Birmingham (AL); On-site; USD 55,000 - 75,000; Full time

Job summary

Motion Industries is seeking a Customer Service Supervisor in Birmingham, AL to oversee daily tasks of the Customer Service Representatives, allocate work, and provide feedback to the team. The role requires a bachelor's degree and 3–5 years of related experience, with strong leadership, analytic, and communication skills to drive quality, productivity, and customer satisfaction.

The supervisor will coordinate with multiple internal departments to achieve division goals and apply lean

Qualifications

• Bachelor's degree required; 3–5 years related experience preferred.
• Proven leadership and people-management abilities.
• Strong analytical, numerical and problem-solving skills.

Responsibilities

• Monitor and evaluate performance metrics.
• Coach employees to improve quality and productivity; implement corrective actions.
• Identify training needs and conduct training on procedures and guidelines.
• Coordinate with Purchasing, Accounts Receivable, Outside Sales, Operations, and leadership to meet division goals.
• Create or improve department processes; apply lean tools and drive change.
• Provide guidance to Customer Service Representatives and Account Representatives.
• Communicate with customers, expedite orders/quotes, and update on inquiries.
• Approve pricing levels deviating from system pricing and RMAs/CMs.
• Ensure compliance with ISO/quality guidelines and maintain daily reports.
• Provide buy/sell guidance on non-stock inquiries.
• Carry out duties of a CSR as needed for responsiveness.
• Perform other duties as assigned.

Skills

Leadership

Communication

People management

Analytical skills

Financial acumen

Problem solving

Education

Bachelor's degree

Tools

Lean tools

Job description

Customer Service Supervisor

SUMMARY:

Under limited supervision, the Customer Service Supervisor oversees the daily planning and tasks of the Customer Service Representatives. This role allocates work and provides feedback to the Customer Service Representatives.

JOB DUTIES

• Monitors and evaluates performance metrics.
• Observes, ask questions, and coaches employees to detect variations and improve quality and productivity measures. Put corrective actions in place.
• Identifies training needs and conducts training on operating procedures and other work guidelines.
• Maintains a high level of communication with internal departments (e.g., Purchasing, Accounts Receivable) and coordinate with Outside Sales, Operations, and division leadership to achieve division goals.
• Create and/or improve department processes in conjunction with other areas. Facilitate change. Utilize lean tools and methodology.
• Provide assistance and guidance to Customer Service Representatives and Account Representatives.
• Facilitate communications on inquiries and orders; expedite orders/quotes; update customers as needed.
• Coordinates approval on pricing levels that deviate from system pricing and RMA/CM requests.
• Ensures Customer Service Representatives follows ISO/quality guidelines and manages daily reporting.
• Provides buy/sell guidance on non-stock inquiries.
• Performs the duties of a Customer Service Representative at times for customer responsiveness.
• Performs other duties as assigned.

EDUCATION & EXPERIENCE

Typically requires a bachelor's degree and three (3) to five (5) years of related experience.

KNOWLEDGE, SKILLS, ABILITIES

• Leadership, communication, relationship and people management skills required
• Analytical and mathematic skills required
• Financial acumen required
• Reliability, organization and attention to detail required
• Customer relations skills including but not limited to skillful listening, presentation, strong critical thinking and problem solving

PHYSICAL DEMANDS: Occasionally required to lift and or move up to 25lbs

LICENSES & CERTIFICATIONS: None required.

SUPERVISORY RESPONSIBILITY: 5-10 Direct Reports

BUDGET RESPONSIBILITY: No

COMPANY INFORMATION

Motion Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick, and holiday pay.

DISCLAIMER:

This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and skills required. Management retains the right to add or modify duties at any time.

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.