Customer Service Supervisor

Pourquoi a-t-on besoin de vous ?

The Customer Service SPG Supervisor provides the leadership and technical skills to develop Customer Service representatives across their team to perform at a world class service level. To include helping the Customer Service department achieve yearly predetermined company goals, develop standardized processes applicable to all current and newly acquired lines of business that comply with company guidelines. Ensuring the Customer Service Team is delivering a superior customer experience to all external and internal customers, through the development and execution of high-performance training. The supervisor is responsible for cultivating a continuous improvement environment within the Customer Service team by leading continuous process improvements and identifying plans to improve efficiencies. As a member of the Supply Chain, they must understand and utilize all logistics systems and processes to effectively develop and deliver ever changing service programs to meet the complex needs of all distribution channels and product lines, while achieving cost and service targets. They must focus on standardizing processes through identifying the current differentiating processes between all lines of business and developing a cohesive strategy which creates procedures that ensure comprehensive documentation and metrics tracking, and a training program that is maintained at all levels within Customer Service.

Ce poste est-il fait pour vous ?

Team Leadership and Personnel Development

• Training, coaching and development of the Customer Service Team including holding regular one-on-one performance discussions.
• Contribute to strategic planning discussions and meetings as they relate to processes and procedures.
• Develop goals and objectives including team performance, call responsiveness, department flexibility, cost center targets and service level obtainment.
• Understand the complexities of all product lines, plant operations, and distribution channels.
• Implement standard learning curriculums and processes to achieve high performance levels.
• Motivate, influence and coach all team members.
• Complete all audit compliance training and requirements.
• Participate in interviews and provide feedback throughout the decision-making process of all potential new team members
• Develop team and prepare for succession planning through continuous development of high performers and individualized training to those not achieving proficiency.

Service Problem and Conflict Resolution

• Generate and analyze reports and help support in the design of proactive metrics that monitor Customer Service and prevent recurrence of frequent problems. Generate reporting for Sales Team.
• Research and approve service complaints.
• Yearly revision of the SPG Service Advantage(s) and confirm distribution to the customer base
• Ensure all internal and external customer issues are resolved.
• Work to mitigate cost of RMA's/Credits and determine best course of action on mis-ships and return requests.
• Partner with Sales, Logistics, and operations to ensure we are achieving and delivering a World Class Customer experience.
• Monitor and resolve Incomplete Order Report/Shipped Not Billed Report and weekly pallet reconciliation.
• Responsible for achieving cost center budget as it relates to the P & L through monthly review

Customer Service Continuous Improvement

• Develop, update and execute SOP to effectively achieve the highest level of service, while monitoring cost to attain yearly metrics
• Ensure the Customer Service Department is complying with standard processes and procedures to enter, ship and deliver customer orders complying with quarterly audits.
• Formulate recommendations for the continuous development and execution of Customer Service team.
• Maximize the use of technology solutions including researching, recommending, and implementing changes to improve our overall performance.
• Foster a team focused environment utilizing root cause analysis and continuous improvement within the Supply Chain.
• Assist in the phone coverage of the department when needed to ensure all customer service level requirements are being achieved during peak order intake periods.

On vous en dit plus sur nous

At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while making the world a more beautiful and sustainable home.

Pour être sûr de ne rien oublier

• Bachelor's Degree and/or 5-10 years related experience in Supervisory experience
• Excellent communication skills required
• Strong coaching and leadership behaviors and ability to check and adjust to critical feedback
• Ability to lead by example and to coach, train and assist in developing CAS's in a positive manner
• Demonstrated passion for service and the ability to assist in leading teams to achieve common goals
• Strong working knowledge of SAP and Sales Force
• Aptitude to develop SOP documentation
• Ability to collaborate with other leaders to develop and deliver training programs/processes to be administered in a dynamic live setting or virtually by computer
• Capable of coaching up

Mention légale

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.