Customer Service Supervisor
Location:
Algoma WI Location:
Mason City IA CS Location:
Marshfield WI We heard you knock! Overview:
The Customer Service Supervisor is responsible for leading a team of Customer Service professionals located in our manufacturing plant.
This position is accountable to provide Customer Service leadership to exceed Customer expectations; grow and develop their employees; execute the business plan; and improve efficiencies through process improvements and innovation
Responsibilities:
Implement a communication plan/process for customer relationship management to provide unparalleled customer service by aligning customer service with production, sales, and the customerInteract with several departments across the company and at various levels to ensure all orders can be shipped on time and accuratelyEstablish relationships and communicate with customers at various levels as required.
Change AgentEnsure the daily operations and resolution of issues is addressed according to our Masonite BlueprintEnsure appropriate coverage and support to service our Customers and exceed their expectations at all timesAct as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, and executing business prioritiesMaintain appropriate Customer Service documentation to ensure ongoing Sarbanes Oxley (SOX) ComplianceAdminister company policies and procedures as they relate to Order Entry, Customer Service, Logistics, Warranty, and ReturnsProvide senior management with regular reports on status of performance and projectsMotivate and lead the customer service team to work effectively and efficiently, creating standardization within the team and sharing best practicesSet department targets & goals and ensure those targets & goals are metFollow all Company related safety/environmental rules and regulationsAccountable for the overall management and performance of the Customer Service team including selection, on-boarding, training & development, performance management, salary recommendations, employee relations, demonstrating leadership and modeling desired behaviors Requirements:
Associate Degree or equivalent experience required - Bachelor Degree preferred3-5 years of related experience with a minimum of 2 of those years at a supervisor level required.
Business Knowledge:
Extensive knowledge of Customer Service concepts and best practicesAccount Management:
Manages customer expectations:
Act as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, understanding business prioritiesChange Management:
Anticipates reactions of people to change in systems and business plans and plans accordingly.
Recognizes own / team's reactions to change process; identifies early successes to maintain momentum; implements communication planLeadership:
Ability to foster a common vision which supports the organizations goals; perseverance necessary to focus on, and achieve long-term objectives; capability to orchestrate continuous changeProblem Solving:
Demonstrated ability to understand complex business issues and to provide appropriate, effective, technical solutionsCustomer Focus:
Anticipates Customer needs accurately by leveraging the voice of the Customer.
Quickly establishes and maintains creditability with customersTeam Commitment:
Proven success in building and leading teams, collaborating cross-functionally and managing diverse thinking Open to extraordinary!Salary:
$20.
76 - $35.
30.
Estimated Salary: $20 to $28 per hour based on qualifications.
Algoma WI Location:
Mason City IA CS Location:
Marshfield WI We heard you knock! Overview:
The Customer Service Supervisor is responsible for leading a team of Customer Service professionals located in our manufacturing plant.
This position is accountable to provide Customer Service leadership to exceed Customer expectations; grow and develop their employees; execute the business plan; and improve efficiencies through process improvements and innovation
Responsibilities:
Implement a communication plan/process for customer relationship management to provide unparalleled customer service by aligning customer service with production, sales, and the customerInteract with several departments across the company and at various levels to ensure all orders can be shipped on time and accuratelyEstablish relationships and communicate with customers at various levels as required.
Change AgentEnsure the daily operations and resolution of issues is addressed according to our Masonite BlueprintEnsure appropriate coverage and support to service our Customers and exceed their expectations at all timesAct as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, and executing business prioritiesMaintain appropriate Customer Service documentation to ensure ongoing Sarbanes Oxley (SOX) ComplianceAdminister company policies and procedures as they relate to Order Entry, Customer Service, Logistics, Warranty, and ReturnsProvide senior management with regular reports on status of performance and projectsMotivate and lead the customer service team to work effectively and efficiently, creating standardization within the team and sharing best practicesSet department targets & goals and ensure those targets & goals are metFollow all Company related safety/environmental rules and regulationsAccountable for the overall management and performance of the Customer Service team including selection, on-boarding, training & development, performance management, salary recommendations, employee relations, demonstrating leadership and modeling desired behaviors Requirements:
Associate Degree or equivalent experience required - Bachelor Degree preferred3-5 years of related experience with a minimum of 2 of those years at a supervisor level required.
Business Knowledge:
Extensive knowledge of Customer Service concepts and best practicesAccount Management:
Manages customer expectations:
Act as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, understanding business prioritiesChange Management:
Anticipates reactions of people to change in systems and business plans and plans accordingly.
Recognizes own / team's reactions to change process; identifies early successes to maintain momentum; implements communication planLeadership:
Ability to foster a common vision which supports the organizations goals; perseverance necessary to focus on, and achieve long-term objectives; capability to orchestrate continuous changeProblem Solving:
Demonstrated ability to understand complex business issues and to provide appropriate, effective, technical solutionsCustomer Focus:
Anticipates Customer needs accurately by leveraging the voice of the Customer.
Quickly establishes and maintains creditability with customersTeam Commitment:
Proven success in building and leading teams, collaborating cross-functionally and managing diverse thinking Open to extraordinary!Salary:
$20.
76 - $35.
30.
Estimated Salary: $20 to $28 per hour based on qualifications.
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