About the role
The Customer Service Supervisor is responsible for employee performance and development within the Customer Service organization. Including hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, the position is responsible for supporting the delivery of effective customer service and sales support to all internal and external customers through the utilization of in-depth product, product process and systems knowledge.
What you will be doing
- Conduct regular performance and developmental review sessions with the Customer Service team. Including career ladder progression and succession planning. Provide daily feedback, training and coaching.
- Define the professional development plan for the Customer Service team by establishing training and skillset requirements as they relate to product knowledge, application-based selling, business system and tools utilization, process understanding.
- Directly support the Customer Service Manager with the development of the strategic direction of the Customer Service organization and supportive processes and policies, ensuring alignment with overarching organizational strategic objectives and in consideration of marketplace trends.
- Monitor and analyze Customer Service workload and capacity. Provide recommendations to the Customer Service Manager pertaining to department structure and capacity optimization, considering changing business and market driven requirements.
- Develop strong working relationships with key customers, proactively eliciting feedback on department performance and customer expectations.
- Resolve all escalated customer inquiries as they relate to order management, technical product specifications and design assistance. Do so through the high-level utilization of Southco business systems (Material Requirements Planning - SAP; Customer Relationship Management – Salesforce), robust communication techniques and in-depth product knowledge.
About you
- 3-5 years of experience managing employees or Southco business experience
- Bachelor’s degree required (Business Management, Engineering, Marketing or equivalent)
- Must be computer literate and display excellent written/verbal communication and demonstrate interpersonal skills while communicating with internal and external customers.
- Technical aptitude and critical thinking skills are required.
- Experience using SAP, SalesForce, and Microsoft Office are preferred.
How will we reward you
Southco provides a comprehensive and competitive benefits program. A few highlights include medical, dental and vision programs for you and your eligible dependents.
- Competitive pay and development opportunities
- 10 company holidays, 2 floating holidays, 3 weeks of Paid Time Off to start with regular increases based on years of service
- Health benefits for you and your dependents will become effective on your start date
- Company-paid short and long term disability, life insurance, and mental health resources
- Exceptional retirement savings programs:
- 401(k) Plan with 15 core fund options plus other allocation options
- Company match of $.50 on the dollar up to 6% of your total contributions up to applicable IRS limits, and a 2% company-paid contribution on your total compensation
- Company provided retirement income via Employee Stock Ownership Plan (ESOP), an opportunity to share in the success of the Company
Southco is an equal opportunity employer. Accordingly, Southco will not discriminate against any employee or applicant for employment on the basis of age, sex, race, color, veteran status, sexual orientation, national origin, religion, disability, or other protected status recognized by state or local law. Southco will be guided by this policy in all areas of concern to employees, including recruitment, hiring and discipline.