• Customer Service Supervisor

    Job Location(s) US-OR-Newberg
    Posted Date 3 days ago(7/13/2018 8:38 AM)
    Job ID
    2018-2055
    # of Openings
    1
    Shift
    Day M-F
    Category
    Customer Service
  • Overview

    This position is responsible for supervising technical assistance and order processing activities of domestic Customer Service team members to ensure prompt and accurate customer service, order entry, positive customer relations, and domestic dealer and Territory Manager support.

    Responsibilities

    • Effectively hires and trains staff to ensure knowledge of processing methods, product offering and configuration, product availability, product features, resolving technical product issues, and pricing information is up to date.
    • Accountable for promoting each subordinate’s personal development for job enrichment and growth. Assures positive team dynamics by managing conflicts promptly and ensuring alignment with department philosophy and culture objectives.
    • Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job outcomes to ensure department goals are met. Occasionally leads department and interdepartmental meetings or projects.
    • Supervises employee responses to mail, telephone, fax, and email inquiries/concerns regarding orders, product application, quality, and technical features or defects.
    • Responsible for managing and enhancing A-dec’s customer information systems to ensure accuracy with shipments, product configurations, commissions and defect reporting.
    • Acts as a primary contact for customers, dealers and Territory Managers, coordinating efforts to resolve challenging situations that may occur at the dealers’ or customers’ location. This includes questions regarding product failures, product quality, shipments, returns, billings and credits.
    • Establishes and maintains accurate documentation of operational procedures followed by the domestic customer service department, reviews the order processing system for accuracy, makes recommendations for improvements, and supports testing of new programs and processes.
    • Reviews and recommends appropriate technologies to improve or maintain high levels of service and response to customers.
    • Coordinates, supports, and provides quality management system training and day to day work direction for area employees to meet established safety, quantity and quality standards.

    Qualifications

    • Generally requires approximately 3-5 years of customer service experience.
    • Ability to communicate clearly and effectively both orally and in writing, set clear team and individual expectations, and build relationships among team members and with a variety of internal and external customers.
    • Must have strong organizational skills and the ability to manage time and resources effectively.
    • Ability to work independently as well as in a team environment with experience leading and/or supervising others.

     

    Drug Screen and Background Check required.
    A-dec is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. In addition, A-dec will not discriminate against applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another.*VEVRAA Federal Contractor”  

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