Customer Service Supervisor

SCHUTZ CONTAINER SYSTEMS INC; North Branch Depot (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

SCHUTZ CONTAINER SYSTEMS INC is seeking a Senior Customer Service Manager to lead a team and deliver a frictionless experience for customers. This role supports the Director of Customer Service, drives coaching, conflict resolution, and ongoing process improvement to raise service levels.

You will own the full lifecycle of customer orders, maintain master data, manage sales orders and invoicing, monitor delivery status, and collaborate with sales, operations and accounting to ensure accuracy and

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years’ experience of customer service management overseeing a group of 10 or more.
• Working knowledge of SAP.
• Must have proven leadership and management skills with ability to coach and develop.
• Manufacturing experience is highly desirable.
• Willingness to travel occasionally.
• Proactive approach and look for process improvement within the department.
• Ability to work with all levels, including senior management.

Responsibilities

• Support the Director of Customer Service; assist with conflict resolution and coaching to improve customer experience.
• Maintain accuracy of customer master, material master, and pricing data for order processing.
• Oversee sales order management: on-time confirmations, delay notifications, and invoicing accuracy.
• Manage workload distribution and coverage for open territories or absences.
• Oversee customer service mailbox and portals, ensuring efficient order and invoice processing.
• Resolve complaints and manage escalation, including credit approval processes.
• Collaborate with Sales, Operations, Accounting, and other departments to maintain strong relationships.
• Pursue continuous improvement and establish performance benchmarks.

Skills

Leadership

Communication

Conflict resolution

Coaching

Process improvement

Team management

Education

Bachelor's degree or equivalent experience

Tools

SAP

MS Office

Job description

SummaryThe ideal candidate is responsible for supporting and leading a team of customer service reps who provide our customers with a professional, empathetic, and frictionless experience.Essential FunctionsProvide support to the Director of Customer Service; assisting with conflict resolution, promoting root cause analysis and corrective action, and enhancing customer experience through coaching of the customer service teamAccountability for accurate maintenance of customer master, material master, and pricing profile and cross-reference data management to support accurate order processing.Responsible for sales order management through on time order confirmation, proactive notification of delivery delays, monitoring of sales order processing status completion, and maintaining invoicing accuracy and resolution.Manage distribution of workload, delegation of resources, and hands on coverage of open territories or absences to ensure seamless support to our customer base.Oversee customer service mailbox and customer portals with distribution and management of workload to customer service team, while verifying efficient processing of orders and invoices.Address with the Director of Customer Service the resolution of complaints, credit approval process, resolve customer conflicts and handle escalation proceduresAbility to lead and challenge as needed, with an eye on continuous improvementEstablish performance benchmarks and hold team to those goalsEnsure the maintenance of all accounts to ensure supreme customer service at all levelsHas full ownership of the life cycle of customer orders from inquiries, order processing, order delivery, follow-up and troubleshooting of customer issuesCollaborates closely with other departments (sales, operations, accounting, etc.) and ensure positive relationships are cascaded down.Other duties, as assigned.Knowledge, Skills and Abilities Required· Manufacturing experience is highly desirable· Must be results driven and deadline oriented· Excellent communication and leadership skills· Ability to travel occasionally· Ability to work in a fast paced, ever changing and dynamic environment· Must have proactive approach and look for process improvement within the department· Ability to work with all levels, including senior management· Excellent work ethic and a true team player· Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)Qualifications· Bachelor's degree or equivalent experience· 5+ years’ experience of customer service management overseeing a group of 10 or more· Working knowledge of SAP required· Must have proven leadership and management skills with ability to coach and develop