Customer Service Supervisor: Lead, Coach & Optimize Processes

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

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.