Customer Service Supervisor

Storing vital products with care

Storing vital products with care

Position Summary

This position supervises assigned customer service representatives as well as functions as the focal point for processing orders, addressing service issues and handling reporting tasks.

Essential Job Functions

  • Abides by all safety procedures and practices applicable to location and position; participates in appropriate safety training; demonstrates commitment to and support of SH&E principles and values; champions safety as necessary
  • Supervises Customer Service Representatives including developing, evaluating, mentoring, coaching, etc.; supervises training and cross-training
  • Handles specific customers as required
  • Functions as single point of contact for customer quality
  • Troubleshoots off-standard issues, escalated customer concerns and complaints, technical problems, employee issues, etc.; works for successful resolution
  • Reviews customer service responses to customers
  • Coordinates communication and service for customer accounts handled by more than one Customer Service Representative
  • Creates requisitions for payment of invoices
  • Approves customer order corrections generated by Customer Service Representatives
  • Ensures workloads are evenly distributed and that accounts are handled quickly and efficiently for optimal results
  • Monitors deadlines; ensures achievement of all customer service deadlines
  • Approves and monitors overtime; tracks attendance; schedules leaves
  • Develops team spirit; ensures customer service group works as a team
  • Assists in scheduling electrical and mechanical maintenance; notifies appropriate parties; ensures proper handling of customer communications
  • Trains regularly on all Federal, state and local environmental regulations, requirements and guidelines including, but not limited to, RCRA requirements; follows and adheres to all guidelines, regulations, and requirements
  • Recommends and implements updates to policies, procedures, and forms as required
  • Monitors customer contracts and commitments; communicates pertinent information to Customer Service Representatives
  • Ensures appropriate customer service coverage at all times
  • Acts as project management for Customer Service improvement projects; contributes to other Company projects
  • Performs other duties assigned by management that fall within the generally expected scope of this position

Experience Requirement

  • Minimum of 7 years customer service experience
  • Knowledge of products offered by Company
  • Knowledge of operational and administrative requirements of customer; understanding of customer's key business success factors for products stored by Company; knowledge of customer's internal organization and related logistic processes; understanding of provisions in customer contracts
  • Minimum of 5 years experience in terminal environment preferred
  • Customer service focus including the ability to speak diplomatically; problem solver; ability to satisfy irate customers; ability to work with divers personalities
  • Supervisory skills; ability to manage, motivate, and coach; ability to influence
  • and negotiate successfully with others
  • Ability to multitask and prioritize; excellent planning and organization skills; teambuilding skills
  • Experience working with Federal, state and local environmental regulations including RCRA
  • Excellent English communications skills, oral and written; proven listening skills; ability to read various charts and tables and apply information
  • Excellent computer skills including Microsoft Office Suite, various email and internet applications, sales databases, financial systems, and other programs or networks normally used in a customer service environment

Education Requirement

  • College degree in Business, Marketing or similar field (preferred) or 10 years experience in customer service or sales field

Competencies

  • Customer Focused
  • Team Player
  • Negotiations
  • Influencing
  • Detail Oriented

Application process

1
Step 1
Apply
2
Step 2
1st interview
3
Step 3 (optional)
Online assessment
4
Step 4
2nd interview
5
Step 5
Welcome!

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Ana Salas

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