Customer Service Supervisor

About the Company

Founded in 1948, Construction Specialties (CS) is a specialty building products manufacturer. CS provides solutions to building challenges that architects, designers, building owners, facility managers, and contractors face every day. Since inventing the first extruded louver, CS has become a global leader in all our product categories. Our products are part of some of the most iconic buildings around the world—from the world’s tallest tower, Burj Khalifa in Dubai, to the Oculus at the World Trade Center Transit Hub in Manhattan.

About the Role

Responsible for leading and managing the customer service and support function team members. This includes holding accountability for the staff and business operations of the department to achieve increased customer satisfaction levels while improving the impact and influence of the department on other operations.

Responsibilities

• Assigns and monitors the workload of the customer service staff to ensure all expectations and needs of the customer are met and the department responsibilities are executed.
• Provides leadership, direction, and training to customer service team members to ensure high levels of service to customers and sales channel team members, delivering elevated service and responsiveness in a timely manner.
• Maintains familiarity with the ongoing and future needs of customers and sales channel members to anticipate and communicate future changes that may impact the area of responsibility and other CS business units.
• Responsible for continuous improvement practices and implementing policies and procedures alongside best practices.
• Acts as an interdepartmental liaison to ensure the customer service department and staff work and communicate effectively with counterparts of cross-functional groups throughout CS businesses.
• Researches the background of escalated issues and provides coaching and direction for possible solutions to team members, enabling them to solve issues related to product, projects, or customer experience.
• Handles significant service or support escalations from within the department and contacts customers and sales channel members as required.
• Prepares status reports concerning departmental activities and work in progress as required.
• Ensures work groups have necessary resources to complete requirements and facilitates group processes in meetings and daily operations.
• Provides feedback and coaching for assigned staff, developing the group in team dynamics, quality tools, and problem-solving techniques.
• Guides work group problem-solving processes toward continuous improvement of quality and productivity measures and advises on organizational changes affecting processes.
• Ensures department goals are clear to all and helps groups reach consensus on key issues.
• Initiates and conducts customer service staff meetings to keep staff informed on procedures, offer constructive recommendations, and assist with general administration.
• Ensures performance reviews are conducted on time in the department.
• Reviews, updates, and monitors key business policies, disciplines, and principles, including ISO 14001, CTPAT, and other regulatory practices to ensure adoption by all team members.

Supervisory Responsibilities

• Interviews, hires, trains, coaches, and motivates department staff to attain the goals and responsibilities of the Customer Service Department.
• Directly supervises all Customer Service Representatives.
• Carries out supervisory responsibilities in accordance with organizational policies and applicable laws, including planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; maintaining good employee relations; addressing complaints; and resolving problems.

Requirements

• Associate’s Degree or equivalent from a two-year college or technical school.
• 3 to 5 years of successful related experience and/or training; or equivalent combination of education and experience.
• Bachelor’s Degree preferred.
• Previous experience working within a manufacturing environment is preferred.
• Excellent oral and written communication skills.
• Demonstrated experience leading teams.
• Demonstrated skills for conflict resolution.
• Ability to hold team members accountable and conduct difficult conversations.
• Excellent customer relation and professionalism skills.
• Previous knowledge and experience using CRM & ERP software applications within a manufactured environment are preferred (e.g., SAP, BPCS, Salesforce.com).
• Ability to read and understand contract documents related to material purchasing and construction drawings is preferred.

Schedule

Full-time, regular position.

Location

US-PA-Muncy

Travel

Yes, 5% of the time.