Tarkett · 1 day ago
Customer Service Supervisor
Solon, OH
Full-time
Onsite
Senior Level
5+ years expTarkett is a global leader in innovation flooring solutions and sports surfaces, and they are seeking a Customer Service Supervisor. The role involves supporting and leading a team of Customer Service Representatives to provide effective customer service for both commercial and residential customers, while also addressing escalated concerns and ensuring team development.
Building MaterialManufacturing
Responsibilities
Apply policies, procedures, and guidelines appropriately and set the example for communication skills, work ethic, and judgment
Own continuity of customer care for your team through coordination and approval of team member vacation schedules, ensuring coverage at all business times, and resolving escalated issues
Conduct regular 1 on 1 communications with assigned team members to ensure understanding and achievement of goals, to include weekly call calibrations results. Work with Customer Service Manager to create and administer development plans where necessary
Lead, motivate, and develop customer service team to deliver exceptional service
Help identify training gaps and work with CSM to designate necessary training to support team
Perform reporting activities and root cause analysis to identify issues and propose a course of action
Assign LinkedIn Learning courses and monitor completion of team members
Manage reporting for the department to include:
Run weekly reports to track CRM resolved cases, resolved rate, and response times
Run ININ reports to track call abandonment, average handling time, response time, etc
Monitor weekly deduction reports to resolve open statements with AP
Track KPI’s on time to resolve deductions, freight damage, lost in transit, incorrect sold to or billed to detail
Review order book details and order intake report daily
Monitor and analyze Deduction RCA, OTIF RCA, credit request approvals. Work with teams to evaluate root cause and determine next steps
Utilize progressive discipline to manage personnel issues, with CSM assistance
Maintain coaching logs for both developmental, as well as disciplinary meetings
Display fluent knowledge in Customer Care processes executed by Customer Service Representatives including:
Ability to process all customer orders received by: EDI, telephone, fax, email, and mail through order entry systems (SAP, Web Portals) efficiently and error free
Ability to manage customer inquiries, including but not limited to: order status, product information, stock availability, delivery and shipment information, freight quotes, account status, sales programs, referral to local Tarkett Distributors or other Departments (billing, credit, freight), as well as product line knowledge
Act as a subject matter expert (SME) by answering transactional questions from the team, and solving complicated issues
Lead the onboarding of new distributors as well as train the CSR’s to support new distributors
Handle escalated calls from the team when the customer requests next level intervention
Work with CSM to help foster positive relationships with both internal and external customers to improve the customer experience
Help to balance workload by assisting team members with their daily account activities when they fall behind, or are away from the office
Ensure assigned team resolves customer issues in a timely manner including: claims, complaints and more complex service requests
Represent Customer Service in interdepartmental projects and activities to include:
Work with Planners and Transportations to coordinate shipments and loads
Work with Logistics team daily to troubleshoot, research, and resolve issues
Hold weekly/monthly Distributor meeting to discuss lead time, delays, distributor concerns, project orders, and overall company performance to ensure customer satisfaction
Proactively work with Planning teams to ensure materials are completed for projects in a timely manner (OTIF)
Participate in 360 Meetings with Distributor, Sales, Customer Service to ensure open dialogue between parties
Take special project order requests from RVP’s, DVP’s, etc. and see them through
Own quantity contracts: Keep up with how many we have, inventory, and who is responsible for monitoring
Manage all National Accounts: Ensure they are getting the appropriate amount of attention and information needed to process is received
Manage Business Manager Sales Orders (BMSO) to ensure they are being entered and inventory is maintained for specific accounts
Monitor and track all CRM Mailboxes to ensure response time to customers; weekly reporting of activity
Act as the manager in the absence of the CSM
All other duties as assigned
Qualification
Required
Bachelor's degree in Business or related field preferred
Minimum of five years of experience in an account management, or business-to-business customer service role
At least one year of experience in a supervisory role with multiple direct reports
Ability to apply problem solving techniques to resolve advanced customer issues
Strong customer orientation
Ability to motivate teams and set the example as a strong team player
Ability to work effectively with cross-functional departments including but not limited to Pricing, Sales, Administration, Logistics, Finance, Quality, Marketing, Distribution and Field Sales Force
Intermediate-expert user of MS Office
Excellent computer navigation skills required
Ability to operate with little direction
Positive and energetic attitude. Embraces change
Preferred
Exposure to ERP/SAP preferred
Benefits
A commitment that Safety is #1
Competitive benefits, pay, and retirement plan options!
Career growth, stability, and flexible work arrangements.
Company
Tarkett
With a history of more than 140 years, Tarkett is a worldwide leader in innovative and sustainable flooring and sports surface solutions, generating net sales of € 3.3 billion in 2024.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Frederic Vaillant, MBA
Division CFO Tarkett North America & Tarkett Sports
Drew Beynon
Chief Operating Officer - North American Turf and Track
Recent News
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