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Omya · 2 months ago

Customer Service Team Supervisor / Lead

Cincinnati

Full-time

Hybrid

Senior Level

5+ years exp

Omya Inc. is a company focused on providing quality customer service within the manufacturing sector. The Customer Service Team Supervisor will oversee the Customer Service Department, ensuring service quality standards and client satisfaction are met through effective supervision and management of personnel and customer service activities.

ChemicalIndustrialManufacturingMining

No H1B

Responsibilities

Monitor all aspects of the Customer Service Department's performance

Approve time cards and monitor employee attendance; Approve vacations and customer and plant visits, etc. – while providing adequate departmental coverage

Train new employees and coordinate cross-training with internal Omya departments and plants; Develop and update Customer Service training programs

Review, update and revise departmental procedures and ensure they are being followed. If changes to existing procedures are required, provide recommendations to the Manager of Customer Service for review and implementation

Complete and conduct yearly Employee Performance Reviews, in conjunction with the Manager of Customer Service; Provide regular feedback to CSR's regarding their performance

Conduct initial interviews with potential employees and make recommendations to the Manager of Customer Service, regarding the qualifications and suitability of each candidate; Work with Human Resources to narrow the selection, choose a final candidate and make an offer to hire

Generate and maintain relevant and substantial documentation with regard to poor performing employees; conduct discussions for improvement and/or work with Human Resources, should termination become necessary

Motivate staff to extract a high level of productivity and a healthy team environment; Provide general and specific guidance and direction to staff in all areas of the Customer Service job function, including problem solving skills

Evaluate the most cost-efficient methods of supplying and sourcing customers, in conjunction with Sales and Logistics; and train staff to perform the same analysis when processing orders

Confirm all procedures established with the external answering service and regularly reviewed and performed in order to ensure continuous customer satisfaction after hours

Coordinate setup and maintenance customer SAP quotations

Oversee offers creation and calculations (internal system) and sending offers to customers in cooperation with the relevant Sales Representative; Communicate with Sales group to ensure customer pricing is approved in the system price offers and requirements are agreed upon with the use of the Product Acceptance form as well as ensure all are informed on key issues/accounts

Coordinate the input of customer orders into SAP and ensure order accuracy through invoicing daily review

Coordinate and handle setup of customer product trials and samples

Develop rapport with customers and communicate order requirements to the plants in order to ensure customers are delivered product in a timely and accurate manner

Generate customer prioritization lists for respective shipping departments based on shipping plans, when plant production or logistics issues arise

Coordinate the setup of ERS/EDI and SAP customers in conjunction with SAPCC and Master Data

Monitor OmyaStar replenishment order system and railcar performance with respect to individual customer requirements and liaise with the logistics group to identify and resolve ongoing or potential issues

Investigate and resolve customer complaints and other related issues to ensure complete customer satisfaction

Ensure proper complaints closure in the system, in accordance with existing procedures, and in a timely manner

Complete and obtain timely Sales approval for product deviations; Liaise with plant Quality managers on changes to customer specifications, when required

Supervise month-end close functions as related to Customer Service and work with Finance with regard to customer billing issues

Approve Credits, Debits and Returns, upon review; Confirm they are correctly & accurately processed; Liaise with Finance on specific customer issues when necessary

Maintain Rebates in SAP based on customer contracts

Handle specific customer account responsibility, as required

Participate in Sales Meetings and Interdepartmental meeting, if required

Other duties as assigned