Customer Service Supervisor

SunSource and its family of companies represent 270+ locations and 4,000+ employees making up one of North America’s leading value-add industrial distribution companies.  We provide customers with products and value-added solutions within Fluid Power, Fluid Process, Fluid Conveyance, General Industrial Components, and Industrial Repair. www.sun-source.com

Responsible for handling the daily (routine) management of customer service representatives.  Accountable for ensuring that the customer service operation runs smoothly, and for guiding and directing the daily activities of customer service personnel.  Works directly with customers when necessary. Facilitates open communication between all departments within branch location – service, warehouse, sales, and engineering.

OBJECTIVES

Maximize customer satisfaction by ensuring that the customer service team provides outstanding customer service. Monitor follow-up to major customers and ensure open communication.

Maximize contribution margins at the customer accounts serviced.

Ensure smooth day-to-day operation of the customer service department.

Manage annual departmental expenses within approved budget.

PRINCIPAL RESPONSIBILITIES

Approach--act as team leader for customer service personnel at the assigned location.

Effectively align customer service representatives with accounts to be serviced

Provide ongoing supervision, training, coaching and overall direction to ensure work is completed accurately and timely

Conduct periodic performance reviews with customer service representatives

Knowledge of the Customer--develop knowledge of the customer accounts serviced, specifically:

Overall understanding of the buying process and business process for major customers

Identification of key contacts at major customers

Identification of critical issues at major customers and knowledge/support of plans to ensure customer satisfaction

Internal Know-How--demonstrate broad understanding of SunSource’s customer service functions, processes and tools, and their impact on other SunSource departments.  Be able to:

Process orders

Process returns

Navigate Trend system

Interpret pricing structure

Utilize support systems

Interpret and ensure proper execution of policies

Process quotes

Resource Management--demonstrate ability to communicate and coordinate efforts effectively with all SunSource departments to ensure that internal and external customer issues/concerns are resolved in a timely manner.

Technical Competence--demonstrate broad understanding of SunSource technology/service offerings and attain a passing score on the related proficiency test; also demonstrate advanced knowledge of SunSource conversion capabilities.