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General Summary:

Supervises the day-to-day operations of an assigned group in the New Hudson Customer Service department. Assists with leading a variety of related activities, including, but not limited to: contract management, directing department workflow, planning/scheduling and performing projects, training, and overseeing the teams' overall performance, development, and well-being while enforcing all policies and procedures.

What You Will Do (Essential Job Functions):

Team Support & Operations Management

+ Supervises and supports the day-to-day operations of an assigned Customer Service group with a complete understanding all aspects of the business tools, customer base, vendors, and products

+ Assists with processing orders/quotes and providing back-up support to members of the Customer Service team as required

+ Ensures orders and quotes are processed in a timely fashion and procedures are followed

+ Allocates group resources to maintain a balanced workload

+ Manages CSR schedules and timecards including scheduling and approving paid time off

+ Ensures all scheduling requirements are addressed including team meetings, department training or other off-line support projects

Customer Service & Problem Resolution

+ Acts as a liaison between customers, sales, service, and accounting to resolve status, order placement, shipment, and billing issues

+ Oversees customer issues to ensure effective short and long-term resolution. Assists with complex and escalated customer service situations, and management of complex projects (Contract Requotes, Transair projects, etc.)

+ Assists CSRs when alternative solutions are necessary to respond to internal or external issues including lead time exceptions, late-delivery notifications, pricing issues, returns and product availability

+ Provides Voice of Customer feedback - identify barriers to success and work across the organization to drive issue resolution

Training & Development

+ Contributes to employee satisfaction and development, including aspects of coaching, training, rewards and recognition, performance management, attendance administration

+ Fosters a continuous learning environment and engages with all employees on continuous improvement projects and activities

+ Assists with creating and refining procedures and processes which clearly define the workflow and tasks required to fulfill department objectives and ensure optimum customer service levels and performance

Performance Monitoring & Reporting

+ Review ongoing performance results to targets, activity reports to measure productivity and identify areas needing process improvement or retraining

+ Develops / tracks / reports supporting measurables

+ Pursues professional skills and educational development opportunities for self

Cross-Functional Coordination

+ Communicates with Sales Staff to ensure awareness of, and alignment with, goals and customer needs

Supplemental Job Functions:

+ Contributes to continuous effort at developing, training, auditing, and improving procedures in the department

+ Participates in corporate onboarding and orientation programs

+ Performs other duties as assigned or requested

Knowledge, Skills and Abilities Required:

+ Associate’s degree (may substitute seven (7) years of customer service experience)

+ Seven (7) years of customer service experience--industrial sales preferred

+ Previous customer service leadership experience

+ Previous experience working on a business system

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