Job description

Here are the job position details for your review:

Job Title: Customer Service Supervisor
Pay Rate: $45 to 55/Hr
Duration: 12 Months
Location: Dublin, OH - Preferred location but remote will be acceptable for a suitable candidate

This position is for an international manufacturer of specialty materials.

The Customer Service Supervisor is responsible for ensuring the effective performance of the day-to-day responsibilities of customer service representatives. Is an escalation point and provides heavy support for CSRs regarding the Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Clients. Working in various business unit customer service teams, interfacing with various sales and commercial team members, plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other departments. This position can be a dedicated position for one business at a time or with assignments in multiple business units, concurrently or consecutively.

• Issue Resolution:Acts as customer service team’s escalation contact for customers, sales, and supply chain and takes lead in the resolution of complex issues surrounding but not limited to customer complaints, shipping performance, product availability, logistical problems, and commercial team needs or issues.

Understands order process, including SAP order entry, delivery processing, and customer master data settings to effectively troubleshoot daily CSR activities.
Maintain an ongoing relationship with selected customers, sales staff, and shipping locations.
Facilitate weekly status or other calls with shipping sites, product management, or internal and external customers as required.

• Reporting & Review:Use SAP reports to monitor open orders, stock to confirm orders, backorder processing, product delivery processes, and open billing items.

Provide reports and metrics to sales staff and other business team members as needed for various customers, products, or shipping facilities.
Review and approve credit/debit memos, returns, consignment issuances, controlled distribution releases, various customer or regulatory documents, and expedited freight for both domestic and international orders.
Monitor and execute additional reporting activities at the end of each fiscal month to support financial close.
Provide necessary investigation and documentation for internal and external auditors.

• Personnel Management, Training & Additional Activities:Manage daily staffing coverage, situations/changes, and performance issues.

Provide formal training for new customer service team members, and consistent daily training and support for SAP and other systems at any given time.
Perform service level analysis and lead continuous improvement efforts.
Participate in supply chain-related projects and lead customer service projects or activities.

CONTEXT AND ENVIRONMENT

• Our Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will support a particular Business Unit (s).
• Daily functions are conducted in accordance with our Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Service Guidelines, Company Policies and Procedures, Federal, State, and Local Legal, Tax, Health, Safety, and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others.
• Supports the site HES policy and complies with all regulatory and internal requirements
• Participates in HES activities provided by site management (e.g., Behavioral Base Safety, SafeStart, etc.)
• Supports and promotes the reporting of all health, safety, environmental, near-miss, accident, or injury incidents

Requirements:

• Bachelor’s Degree required.
• 5 years of experience in a customer service or supply chain role
• Proficient in Microsoft applications: Word, Excel, and PowerPoint.
• Strong problem-solving and communication skills.
• Being knowledgeable in SAP and international logistics is a plus.

Demonstrated Compentencies

• This position is an opportunity for growth within our Business. Heavily integrated into the supply chain, this candidate is expected to develop and maintain Order to Cash and management skills. The candidate will execute with a focus on quality in all daily tasks and problem-solving for internal and external customers.Working with team members, plants/shipping locations, business team members, staff functions, and customers, in a manner that enables positive, productive relationships is a must.
• Listening and communication skills are key to success in this role. Developing skill sets to understand what information to communicate to whom and when, as well as the best methods of communication to utilize in various customer and internal team scenarios. The candidate displays management and leadership skills to develop relationships and understand the personal and professional goals of their directly reporting customer service team members.
• We are a Chemical Company and as such, all employees are expected to learn our safety culture, exhibit personal safety, and as it pertains to this role, learn about products and execute daily work tasks to ensure product safety. Attends required safety training and meetings, and actively contributes to upholding our safety culture by living our safety values.

Job Types: Full-time, Contract

Salary: $20.09 - $25.85 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Dublin, OH: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please provide your alternative email address

Work Location: One location

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