Customer Service Supervisor
Employer not yet confirmed · Charlotte, North Carolina, United States
Additional Information:
This role is not remote/hybrid. This role will report to Facility: 2920 Stewart Creek Blvd
Charlotte NC 28216
Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.
- Direct a team of individuals to manage the facility’s top ten key accounts as assigned.
- Assist ISR in making weekly inside sales calls to ensure the manager and staff achieve a minimum of twenty calls per week.
- Conduct monthly safety training and maintain records.
- Compile and update customer profiles to be utilized by all customer service staff.
- Make joint sales calls to top key and opportunity accounts with servicing reps.
- Provide ongoing coaching and mentoring for customer service staff.
- Direct supervision of facility sales coordinator and customer service staff.
- Run customer orders through Custom Order Entry at time order is placed.
- Run sales transactions through POS.
- Achieve customer satisfaction score >/= to budget.
- Achieve >/= sales/FTE vs. last year.
- Achieve passing audit score by following Company Policy and Procedures.
- Coordinate the preparation and delivery of customer orders ensuring they are filled accurately and delivered in a timely manner to meet their expectations.
- Assist in handling customer complaints within district guidelines as directed.
- Support sales rep selling activities.
- Ensure all transactions are handled properly through the store computer operating system.
- Assist in maintaining store computer operating system and troubleshoot system as necessary.
- Maintain accurate customer work order files and formulas.
- Place and follow-up on purchases from outside vendors per established policy.
- Assist in conducting physical inventory in a timely and accurate manner.
- Ensure the Facility is properly equipped and maintained to support the marketing plan.
- Ensure safety, loss prevention and security practices are followed according to policy and correct or report non-compliance.
- Ensure policies and procedures for handling hazardous material, as outlined in the Work Safe Manual, are implemented appropriately and reported promptly as required.
- Assist in determining staffing needs, recruit store employees accordingly with proper approval, and establish work schedules as appropriate.
- Determine employee training needs and implement training as appropriate.
- Ensure the store staff performs at a level appropriate to meet store objectives by clearly communicating assignments and expectations.
- Assist in the preparation of staff performance appraisals.
- Assist in merchandising the Facility according to district or company guidelines, including monthly promotional package, Facility floor displays, etc.
- Perform/direct processing of daily batch paperwork.
- Perform/direct accounts payable process and preparation of necessary documents and checks.
- Respond to customer questions and complaints concerning their accounts.
- Perform/direct the accounts receivable function, including daily bank deposits, within established standards for bad debt, past due, DSO and overlimits.
- Perform/direct credit investigations and analysis on new and existing accounts, including contacting outside sources for information.
- Implement and maintain a systematic follow-up program of phone calls and visits for delinquent accounts.
- Review management/financial reports and resolve problems as necessary.
- Work with manager and sales reps to sell customers that present special credit problems and manage the accounts to ensure compliance with the program.
- Keep management informed of any significant changes in regard to payment habits of an account and promptly make them aware of problems.
- Assist with warehouse and delivery responsibilities as needed.
- Other duties as assigned.
Minimum Requirements:
- Must be at least eighteen (18) years of age
- Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future (e.g., OPT, CPT, H1B, EB-1,etc.)
- Must have a high school diploma or GED.
- Must have three (3) years of experience in customer service.
Preferred Qualifications:
- Have prior experience in managing and training
- Proficient in Microsoft Office Suite