Customer Care Supervisor

OVERVIEW OF POSITION: Responds to customer’s inquiries or complaints regarding company's products or services. Provides leadership, council and advice to other CCR’s. RESPONSIBILITIES OF THIS POSITION – CUSTOMER CARE• In addition to all the requirements of a Customer Care Representative. • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. • Provide continual evaluation of processes and procedures. • Responsible for suggesting and implementing methods to improve area operations, efficiency and service to both internal and external customers. • Provide statistical and performance feedback and coaching on a regular basis to each team member. • Write and administer performance reviews for skill improvement. • Be available for employees that experience work problems providing appropriate coaching, counseling, direction and resolution. • Insure employees have appropriate training and other resources to perform their jobs. • Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level. • Review all Credits and RMA's assigned to customer service administrative are and establish corrective action where appropriate. • Work with all Production Supervisors and Manufacturing Supervisors on customer requirements that cannot be met within established lead times. • Work with Sales/ Marketing support staff and all District managers to resolve any customer related problems or sales opportunities that require their assistance. • Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. • Use appropriate judgment in upward communication regarding department or employee concerns. • Any other duties as assigned. COMPETENCIES/SPECIFIC EXPERIENCE OR TRAINING PREFERRED:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements/preferences listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Preferred - Bachelors Degree in Business Administration, Marketing or Related Field • Preferred - 5 years experience in customer service, sales and/or marketing • Preferred – 3 years experience within AS/400 environment • Preferred – 2 years experience with ERP software • Preferred - High Competency with customer service issues • Preferred – High Competency with MS Word, Excel, PowerPoint, CRM Applications • Preferred - Experience in customer care / support in fast paced environment • Preferred – Experience in customer care in related industry • Preferred – Experience with ERP software PHYSICAL/ENVIRONMENTAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • While performing the duties of this job, the associate is regularly required to talk and/or hear. • The associate frequently is required to sit; use hands to finger, handle, or feel; and reach with hands and arms. • The associate is occasionally required to stand and walk. • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. • Required to safely operate a motor vehicle in a variety of conditions.