Customer Service Supervisor

balchem; Maryland Heights (MO); On-site; USD 65,000 - 85,000; Full time

Job summary

Balchem in Missouri Heights is seeking a Supervisor to manage the Customer Service Team supporting specific lines of business. You will ensure performance metrics, resolve inquiries, and coordinate with operations, scheduling, inventory control, and logistics to ship orders end-to-end.

You will lead the team, develop training, and maintain customer accounts in Microsoft D365, while collaborating with Operations, Sales, and QA to drive customer satisfaction.

Qualifications

• Must possess excellent business management skills and a track record for leadership
• Must communicate at all levels of the organization and lead change
• Bachelor’s Degree in a related discipline is required with 5–7 years in the food industry preferred

Responsibilities

• Develop and lead a team of qualified personnel to deliver high quality customer service functions
• Ensure customer satisfaction by monitoring issues and implementing timely corrective actions
• Communicate with customers to identify needs and coordinate rapid responses
• Direct responsibility for key accounts
• Establish and maintain customer service processes and procedures
• Create and maintain customer account records in Microsoft D365
• Manage daily functions of the customer service team with enthusiasm and leadership
• Provide customer service training programs to promote quality service across the division
• Follow safety policies and promote site safety culture
• Maintain effective communication with Operations, Manufacturing, Logistics, R&D and QA across locations
• Interact with Outside Sales and Marketing as required
• Participate in cross-functional meetings

Skills

Leadership

Communication

Team building

Customer service management

Cross-functional collaboration

Education

Bachelor’s Degree in related discipline

Tools

Microsoft D365

Job description

COMPANY OVERVIEW:

Balchem is committed to making the world a healthier place by delivering trusted, innovative, and science-based solutions for the health and nutritional needs of the world. Balchem employs approximately 1,400 employees worldwide who provide the service, quality, and technology that enables our customers to win with their customers. We have built a reputation for delivering results to all of our stakeholders. Founded in 1967, Balchem, a Maryland corporation, became a publicly-traded company in 1970 and is listed on Nasdaq under the symbol “BCPC.” Our corporate headquarters is located in Montvale, New Jersey, and we have a broad network of sales offices, manufacturing sites, and R&D centers, primarily located in the U.S. and Europe. The Company consists of three business segments: Human Nutrition and Health, Animal Nutrition and Health, and Specialty Products.

POSITION SUMMARY:

Provides management oversight for the activities of customer service representatives connected to and responsible for specific lines of business. The Supervisor must ensure that P&C Customer Service Team is meeting performance measures and provide sound business decisions relative to customer satisfaction. Responsible for resolution of customer inquiries and timely processing of orders from entry to shipment. Must ensure proper integration with multiple plant operations, scheduling, inventory control, and logistics. Must coordinate activities and communicate well with Operations managers and sales organization.

ESSENTIAL FUNCTIONS:

• Develop and lead a team of qualified personnel to deliver high quality customer service function


• Assure customer satisfaction by critically monitoring and addressing customer issues and implementing timely corrective action responses


• Communicate directly with customers to identify their needs and work with internal resources to ensure rapid response


• Direct responsibility for Key accounts


• Establish and maintain customer service processes and procedures


• Create and maintain customer account records in Microsoft D365


• Manage the daily functions of the customer service team with enthusiasm and use leadership role to inspire teamwork and productivity


• Provide customer service training programs to promote quality customer service throughout the P&C division


• Proficient in end-to-end order to process


• Follows and enforces all safety policies and procedures including use of safety equipment (PPE) and equipment safeguards; works to advance and promote the safety culture of the site


• Excellent communication will be essential with Operations, Manufacturing, Logistics, R&D and QA Departments in all locations


• Interaction with Outside Sales and Marketing groups will be required


• Participate in and contribute to cross-functional meetings

REQUIREMENTS:

• Must possess excellent business management skills, have a track record for innovation and outstanding leadership ability


• Must have the ability to communicate at all levels of the organization and be able to lead change


• Requires Bachelor’s Degree in a related discipline, 5-7 years of experience in food industry is preferred, plus a proven track record in sales or customer service management