Customer Service Supervisor

USA MOT Motion Industries, Inc.; United States; On-site; USD 60,000 - 85,000; Full time

Job summary

Motion Industries in the United States seeks a Customer Service Supervisor to oversee daily planning and the performance of Customer Service Representatives. You will allocate work, provide feedback, and coordinate with Purchasing, Accounts Receivable, Outside Sales, Operations and leadership to achieve division goals.

You will coach staff, implement process improvements with lean tools, ensure ISO/quality adherence, and guide pricing and order expediting.

Qualifications

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

Responsibilities

• Monitors and evaluates performance metrics.
• Coaches employees to detect variations and improve quality and productivity.
• 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 and coordinates with Outside Sales, Operations and division leadership.
• Create and/or improve department processes in conjunction with other areas.
• Facilitate change and utilize lean tools and methodology.
• Provide 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 follow 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.

Skills

Leadership

Communication

People management

Analytical thinking

Financial acumen

Detail oriented

Customer relations

Critical thinking

Problem solving

Education

Bachelor's degree

Job description

Customer Service Supervisor

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

LICENCES & 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.

Equal Opportunity Employment Statement

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.

Employment Policy

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.

Company History

Since 1928, GPC has set the standards for performance and value for our customers and our stakeholders. Today, we’re proud to say we’re the largest global auto parts network and a leading industrial parts distributor, one that offers rewarding careers that combine small company feel with a global scale. Our strengths are in the relationships we build and the value we deliver by merging local expertise with a global force.