Roha · 11 hours ago
Customer Service Supervisor
St Louis, MO
Full-time
Onsite
Mid LevelROHA is a leading Multinational Company engaged in the manufacture and marketing of colors and food ingredients. They are hiring a Customer Service Supervisor to manage order processing, handle customer communication, and supervise the customer service team.
ChemicalFood and BeverageManufacturing
Hiring Manager
Liz Mateo
Responsibilities
Manage order processing from beginning to end, including order entry, order approval, pick tickets, packing slips, documentation and invoice creation, including uploading to customer respective portals
Review R003 daily with manufacturing & procurement. Communicate delays or allocations directly to the customers and request a revised order with new dates
Support the operations manager to develop and update written SOP’s, to ensure all processes are documented and followed by the CS team
Ensure accuracy with all EDI order processing and invoice submissions
Handle complex or escalated customer complaints or issues related to CS processes and ensure prompt and satisfactory resolution
Lead CAPA investigations and implement corrective actions for all CAPA findings related to the CS team
To be the main point of contact for customers’ operational needs within ROHA, and coordinate with all internal personnel and departments for accurate, timely, and complete response to all customer needs and requests for orders
Keep respective Account Managers and Sales Director informed of all customer order issues, action plans, and resolutions
Monitor and document any performance, attendance, or conduct issues within the team as per company policies
Provide ongoing training and coaching to improve team performance and develop skills, including resolving customer issues and maintaining professionalism
Track and evaluate performance of each customer service representative, using SAP generated reports or similar metrics, providing constant feedback and conducting periodic performance reviews
Prepare and review reports on customer service performance metrics as designed by the operations manager monthly
Perform additional duties that may be assigned by Management
Follows all operating procedures, safety regulations, and policies and procedures set forth by the company in addition to all local, state and federal employment laws
Qualification
Required
Candidates must be based in St. Louis
Manage order processing from beginning to end, including order entry, order approval, pick tickets, packing slips, documentation and invoice creation, including uploading to customer respective portals
Review R003 daily with manufacturing & procurement. Communicate delays or allocations directly to the customers and request a revised order with new dates
Support the operations manager to develop and update written SOP's, to ensure all processes are documented and followed by the CS team
Ensure accuracy with all EDI order processing and invoice submissions
Handle complex or escalated customer complaints or issues related to CS processes and ensure prompt and satisfactory resolution
Lead CAPA investigations and implement corrective actions for all CAPA findings related to the CS team
To be the main point of contact for customers' operational needs within ROHA, and coordinate with all internal personnel and departments for accurate, timely, and complete response to all customer needs and requests for orders
Keep respective Account Managers and Sales Director informed of all customer order issues, action plans, and resolutions
Monitor and document any performance, attendance, or conduct issues within the team as per company policies
Provide ongoing training and coaching to improve team performance and develop skills, including resolving customer issues and maintaining professionalism
Track and evaluate performance of each customer service representative, using SAP generated reports or similar metrics, providing constant feedback and conducting periodic performance reviews
Prepare and review reports on customer service performance metrics as designed by the operations manager monthly
Follows all operating procedures, safety regulations, and policies and procedures set forth by the company in addition to all local, state and federal employment laws
Company
Roha
From one small office in India in 1972 to a leading Multinational Company, engaged in Manufacture and Marketing of colors and food ingredients, ROHA today has offices in 22 countries, 14 technical application labs in many time zones globally.
Founded in 1972
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Rohit Tibrewala
CEO - Americas
Company data provided by crunchbase