Customer Service Supervisor I

About the role

The Customer Service Supervisor leads a team of Specialists who manage the customer relationship. They guide their team to meet customer needs and drive business results. This role is the first level of supervision within the Customer Service group.

Responsibilities

• Align team resources and workloads to maximize customer and employee experience while ensuring adherence to department metrics and standard work processes
• Leverage team's diverse perspectives and capabilities to identify innovative opportunities to anticipate/meet customer needs
• Coach team to ensure individuals are implementing/communicating corrective action to eliminate non-conformances; understand root cause with repetitive errors and address accordingly
• Build organizational capability through recruitment, development, and retention of top talent with manager support (i.e. robust performance reviews, clear annual goal objectives, talent development, biannual talent reviews and succession plans)
• Visit customer facilities & participate in AFNA plant tours to strengthen relationships
• Oversee order management and customer communications, partnering with sales on customer facing presentations and face to face customer discussions
• Serve as first point of escalation for customer issues and provide leadership working in collaboration with other functional areas to find resolutions (i.e. customer orders, graphics, ship dates, quality concerns)
• Develop an understanding of department metrics to identify trends (i.e. quality, workload, engagement)
• Seek out continuous improvement opportunities and support implementations. Learn how solutions impact the upstream/downstream process (technical acumen)

Requirements

• Education: Bachelor’s Degree Preferred
• Experience: 3-5 years of experience, including prior leadership, preferably within manufacturing, or related experience

Qualifications

• Regular attendance
• Frequent interaction with others
• Ability to sit up to 100% of time
• Ability to communicate up to 100% of time
• Ability to move from one place to another up to 50% of time
• Ability to work on a computer 100% of time
• Ability to travel domestically 5% of time
• Office environment

Skills

• Thought Leadership - ability to challenge the status quo in alignment with a drive for excellence
• Team Leadership - focusing, aligning, and building an effective Team
• Change Leadership - transforming and aligning a team to drive improvement
• Collaboration and Influencing - working well with others who do not work for you; working as a team to have a positive impact on business performance
• Strong administrative and organizational skills to manage daily work requirements and service improvement initiatives

Benefits

• Medical, dental and vision plans
• Flexible time off, starting at 80 hours paid time per year for full-time salaried employees
• Company-paid holidays starting at 8 days per year and may vary by location
• Wellbeing program & Employee Assistance Program
• Health Savings Account/Flexible Spending Account
• Life insurance, AD&D, short-term & long-term disability, and voluntary benefits
• Paid Parental Leave
• Retail Savings Plan with company match
• Tuition Reimbursement (dependent upon approval)
• Discretionary annual bonus program (initial eligibility dependent upon hire date)