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Customer Service Team Supervisor
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Full-time
- The role is expected to lead, train, support, and mentor the Ross CS team to operate, effectively and efficiently, Ross’s “Order to Cash” (OTC) process; also known as Order Management process.
- This includes all aspects of Customer Service including, but not limited to, order processing, answering customer phone calls, responding to e-mail, managing customer complaints, interacting with internal Ross business partners (Sales, Supply Chain, WHSE), Corporate business partners (Corporate Logistics, SHEQ, Legal, etc.)
- The CS Supervisor is responsible for issues escalation and resolution; training, developing and coaching all Ross CSRs; supporting data integrity in our ERP System; account changes, new customer set up, ship to set up, and updating customer files.
- Respond to internal customer (Sales, Ams, TSRs, PDMs, Operations, Corporate, etc.)
- Order processing for Ross Organics business (via CSR team); covering the full order lifecycle from order receipt (via multiple channels), entering order into ERP, and through shipment and billing.
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