Customer Service Supervisor

Posted: 11/06/2022

Position Summary:

Manages customer service representatives including but not limited to training, suggesting alternative products and services and providing support in resolution of complaints and issues, as needed. Provides leadership to the department and maintains an ongoing positive relationship with internal and external customers.

Job Responsibilities:

  • Provides daily leadership, training, coaching and directly manages the efforts of a team of Customer Service Representatives. Responsible for maintaining payroll accuracy, approval of time cards.
  • Reporting responsibilities include monthly department metrics including orders entered, error rates, end of the month recap and other reports as needed.
  • Identify process improvements and initiatives on an ongoing basis; Partner with Site Manager's efforts and department goals.
  • Serves as a troubleshooter and facilitator for the customer service department. Responsible for handling problems and issues encountered and expected to be proactive in preventing these issues from reoccurring.
  • Works in conjunction with the Customer Service Manager on mid and yearly performance evaluations for department personnel. Additionally, sets goals and objectives for team as well as performance coaching and improvement plans.
  • Maintain expertise in all systems applications including but not limited to JD Edwards and ADP.
  • Creates and manages training documentation within UPK and other Houghton approved databases; including process documentation for training and reference purposes.
  • Adhere to SOX requirements of confirming orders and ensuring all orders shipped in the month are processed through sales update for revenue recognition.
  • Other duties as assigned.

Education, Experience and Skills:

  • College degree plus 3 to 5 years customer service experience, including 1 year lead or supervisory role.
  • Proficient in Excel, Word, Outlook
  • JD Edwards experience preferred
  • Strong organizational and communication skills