Customer Service Supervisor

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Summary Ensures that customers are retained, satisfied, and that their needs are fulfilled.
Works directly with Engineering, Quality, and Production to satisfy customer requirements.
The Customer Service Supervisor will work directly with the Customer Service Reps to assure satisfied customers.
Principal Duties and Responsibilities (but not limited to…) Oversee day-to-day operations of Customer Service Representatives and department to achieve on-time deliveries and overall customer satisfaction.
Works directly with Production Control to establish and communicate accurate lead-times and priorities.
Serves as an overall liaison between the company and the customer.
Prioritizes all order activities.
Processes order in compliance with established Customer Service Procedures and SOP requirements.
AS9100 certification requires compliance with these procedures.
Project’s positive, friendly, helpful image to each customer, including external customers, sales representatives, and internal customers.
Coordinate resolution of specific problems with customer, plant, QA, and account managers.
Presents potentially negative information, such as extended backorders, customer notifications, and credit holds, in the most positive manner possible under the circumstances.
Determines when follow-up by another party is necessary.
This applies to positive and negative situations.
Defuses angry customers by using professional listening and communication skills.
Please note that the duties and requirements described herein are intended to represent general contents of this job.
This is not to be construed as an exhaustive statement of duties and responsibilities.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Broad knowledge of such fields as accounting, marketing, business administration, finance, etc.
Equivalent to a four-year college degree, plus 3 years related experience and/or training.
A combination of education and experience that demonstrates sufficient knowledge needed to successfully carry out duties in lieu of above.
Skills: Ability to communicate clearly via email, telephone, interpersonal, etc.
Ability to maintain and organize documentation, communication, etc.
Ability to interact with all levels of the organization, from production associates to senior leaders.
Ability to function as a team player and be comfortable leading without authority.
Ability to build credibility and trust.
Must be proficient with the use of the Microsoft Office Suite Pace is a career destination for engaged, passionate and talented people who are driven to seek the innovation, growth and opportunity that only we offer.