Supervisor, Fulfillment & Customer Service

Responsibilities

• Drives divisional initiatives and communicates with the members of leadership in all departments to meet the daily needs of the operation in a timely and effective manner.
• Guides and mentors, the customer service team members to ensure continuous growth and develop succession plans.
• Drives continuous improvement initiatives in the respective departments.
• Oversee the training and progression of current and newly hired employees to create measurable benchmarks to chart progress.
• Establish departmental (KPIs (key performance indicators)) and set goals for the teams to achieve strategic goals for the business.
• Evaluates and improves departmental SOP’s (Standard Operating Procedures) and leads the execution of plans required by the company.
• Provides resources necessary for the success of each department and individual employees.
• Communicates with the Vice President of Operations, Operation Manager, & supporting the companies Management Team as needed.
• Directs, supervises and coaches subordinate leaders providing guidance to oversee all aspects of the focus.
• Encourages and champions an atmosphere of Continuous Improvement by fostering an environment with the teams working together to act with intentional inclusion and participation of all team members within Technical Quality, R&D, and Maintenance Services.
• Works closely with the Vice President of Operations to oversee the completion of projects and ensure all technical needs are completed within budget and timelines.
• Responsible for assisting in formulating plans addressing constraints, obstacles or other challenges that may significantly impact attainment of ongoing business objectives.
• Reviews customer complaint correspondence, notes any suggestions, and assigns complaints to Customer Service Representative.
• Advises employees on handling difficult customer complaints or handling complaint personally using the policies and procedures set forth in the Customer Service Manual.
• Ensures that Customer Service representatives are trained in identifying different types of quality and procedural defects.
• This includes how and where these defects can occur, and determining whether the defect was caused during processing within our plant, to maintain integrity in our FOCUS reporting.
• Working knowledge of the Customer Service computer system.
• Communicate with the Senior Customer Services Manager on matters involving any need for new procedures or assistance with escalated customer issues.
• Explains to customers by telephone or letter action taken on complaint.
• Follows up with customer to see that complaint was satisfactorily resolved.
• Determines work procedures, reviews work schedules and expedites workflow.
• Issues written and oral instructions.
• Studies and standardization procedures to improve efficiency of the department.
• Maintains harmony among employees and resolves grievances.
• Prepares composite reports from individual reports of subordinates.
• Adjusts errors and complaints.

Qualifications

• Associate’s degree or equivalent from two-year college or technical school or a minimum of three years related experience and/or training; or equivalent combination of education and experience.
• Must have work experience in a fast paced and highly competitive operational and / or manufacturing environment in a managerial capacity.
• Ability to research and analyze various types of data information and make sound business judgments driven by efficiency, productivity, and maximization of equipment.