Industrial Customer Service Supervisor

Summary JOB DESCRIPTION The Customer Service Manager is responsible for leading, directing, and controlling customer service processes and procedures so that they meet the organization's overall business objectives and protect customer relationships and public reputation. The incumbent will drive a continuous improvement mentality to enhance customer experience.Individual accountabilitiesQuickly acquire robust knowledge of product, process, and customer service metrics.Ensure timely communication to internal and external customers on order status and product lead time.Identify and drive opportunities to improve customer centricity and experienceMaintain a portfolio of accounts as the primary contactAct as backup for team members as neededContribute to cross-functional initiatives to ensure a strong customer service mindset imbedded in both people and processes.Inform the sales team of any significant sales order or quote request.Take an active role in addressing back orders and/or recurring quality issues. Contact customers to provide the best solutions and ensure customer satisfactionCreate tools, training materials, and resources for onboarding and continuous improvement.Provide and interpret relative reporting on KPIs, trends, and project status.Employee Development and succession planningShared accountabilitiesEnsure timely completion of assigned eLearningSales revenue targetsQuality and Safety MetricsParticipate in cross-functional meetings as the voice of the customer.Partner with Peers, Plant Manager, Production Management, Procurement, Product Management, and Sales Leadership to ensure the best possible outcomes for customers.Travel: 25%Parameters for success (KPIs)Salesforce Case Queue Closure Rate Order Intake Response Time Quote Request Response TimeQuote Conversion RateNPS Scores (Customer Satisfaction)Workload BalanceDropped Calls Employee Training Hours / TestingOn-Time Delivery – Requested & ConfirmedWhat we are looking for you to haveBachelor’s degree preferred8+ years of work experience in customer-facing roles5+ years of work experience in a people management role (on-site and remote)Mechanical / Technical aptitudeIntermediate to advanced experience in Salesforce CRM, Various ERPs, and MS Office Products (Excel, Word, PowerPoint)Experience working in distribution and/or manufacturing environments. Power Transmission / Engineered Specialty Belting a plus.Analytical, detail-orientedCall center experience is a plus.Physical DemandsThe described here are representative of those that must be met to successfully perform the job. Reasonable accommodations maybe made to enable individuals with disabilities to perform the essential functions.Frequently required to sit, stand, walk, talk and hear; uses hands to finger, handle or touch objects or controls. Duties include data entry 80% of the time.Employee may lift, push or pull up maximum according to local law.Specific vision abilities required by this job include close, distance, colour, peripheral, depth vision and ability to adjust focus.