Customer Service Supervisor - Broken Arrow, OK

Job Overview

PRIMARY PURPOSE: Lead, mentor, and supervise a CS team as they satisfy, transact, communicate and resolve business solutions with our customers and sales.  Continuously elevate the overall value proposition of the customer service organization.

A Day In The Life

MAJOR JOB RESPONSIBILITIES:

• Improve the customers experience with HPS.  Create engaged customers and help facilitate growth.
• Manage and Monitor order entry process as defined in the company guidelines. Ensure review of purchase orders with certain requirements are adequately defined and documented; differences are resolved prior to order entry and HPS has the capability to meet contractual requirements.
• Discuss important quotations, significant purchase orders, returned goods requests and any other important transactions with TMs, CSD and RVP’s.
• Review customer’s terms and conditions and resolve exceptions to the customer’s and HPS’s satisfaction.
• Ensure all orders are handled accurately and ship promptly.
• Take ownership of customer issues and follow problems through to resolution.
• Interact with customers and garner feedback of HPS services, products, and processes.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Function as the primary training/coaching resource for the team and help to identify when additional training is required for members of the team.
• Evaluate individual and team work loads.  On a daily basis, helps to direct team resources to insure all business needs are being addressed.
• Assist customers / team members in understanding company policies and procedures.
• Approve Return Goods Authorizations, Warranties and Credits within established guidelines.
• Monitor customer deductions/PPI’s and ensure department cycle time goals are met.
• Evaluate success and effects of the sales policies and make recommendations for changes as deemed necessary.
• Prioritize product allocation to satisfy emergency requirements of customers.
• Other department projects as assigned.

What will help you thrive in this role?

RECOMMENDED EDUCATIONAL BACKGROUND:  BA/BS in Business or Marketing related fields preferred. Minimum 5 years customer service experience and/or project management preferred.