Supv, Customer Service

About the role

The Supervisor, Customer Service is focused on customer relationships and making HarbisonWalker International the first and only call; driving customer satisfaction and loyalty by developing, coaching and managing the performance of their team. This position will serve customers by managing relationships, actively communicating with customers, addressing customer requests, managing their team’s performance, coaching for success and proactively anticipating customers’ needs.

Responsibilities

• Managing customer relationships to ensure HarbisonWalker International is the first and only call to customers globally
• Maintaining a total service function for specific customer accounts; handling special and/or complex quotations
• Collaborating with Sales Representatives, Marketing and other internal HarbisonWalker International departments to solve issues
• Designing, implementing and maintaining a Customer Care Representative training program
• Designing, implementing and maintaining a rapid response quotation process

Requirements

• Bachelor’s Degree in Business Administration, Supply Chain, Procurement, Logistics or related field
• Knowledgeable with export and international trade and available resources
• Requires computer operation skills including, proficiency in Microsoft Office Suite and Oracle ERP
• Requires strong strategic thinking and business problem solving skills
• Exceptional customer service, interpersonal, communication and problem-solving skills and the ability to work effectively in a team environment
• Requires excellent organization skills with accurate and precise attention to detail
• Ability to multitask, prioritize and work independently
• Ability to handle stressful situations in a professional manner
• Six plus (6+) years of experience leading people in an industrial customer care setting

Physical and Environmental Requirements

• Physical Activity: Requires 1/3 to 2/3 of the time sitting and less than 1/3 of the time standing, walking, using hands and fingers, reaching, and speaking/hearing
• Lifting: Requires lifting up to 25 pounds less than 1/3 of time
• Vision: Requires accurate close and distance vision
• Environment: Requires more than 2/3 of the time working in an office setting with very limited exposure
• Noise: Requires exposure to moderate noise