Customer Care Supervisor

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Customer Care
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10375 Requisition #
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Supervises and coordinates activities of the Customer Service Department to ensure customer issues/concerns are resolved in an expeditious manner. Develop, implement and maintain strategies and procedures for ordering, order follow-up, customer inquiries, warranty/damage claims, returns, field/technical issues, and customer satisfaction.  Provides support to customers and employees on services and pricing.

 

 

• Evaluate, develop and implement procedures to improve departmental efficiency.

• Distribute information & provide training related to customer service policies & procedures.

• Oversee department performance and maintain continual internal and external reviews to ensure that all issues are resolved in accordance with company policies and procedures, customer requirements, and senior management’s direction.

• Work closely with other departments including Human Resources, Marketing, Sales, Purchasing, Finance, Engineering and Distribution Operations to deliver a high level of service to our national and international customer base.

• Coordinate with other department managers to ensure that customer requests and issues are handled in a timely and professional manner.

• Prepare reports as required of immediate supervisor, compile statistics and prepare various reports in accordance with company policy and procedures, analyze and assist in resolving issues, utilize criteria for evaluating department performance.

• Maintain employee programs that ensure the highest level of morale and productivity through proper coaching, employee development, incentive programs, communications, leadership responsiveness, and challenging assignments.

• Supervise staffing/recruiting needs within department to ensure appropriate level of trained employees.

• Present Customer Service results and strategic plan at organizational meetings.

• Develop and manage annual department operating, capital and headcount budget

• Trains and mentors customer service representatives and order entry specialists.

• Analyze customer quotation request and prepare quotaions.

• Executes quote processing system activities, customer communications, converting quotes to orders.

• Collects, audits and maintains internal price information.

• Coordinates special product orders with plant personnel.

• Maintains contact with other source plants and vendors for accurate pricing and applications.

• Consults with clients, vendors, or other individuals to discuss and formulate estimates and resolve issues.

• Demonstrated knowledge of customer service elements.

• Strong relationship building and interpersonal skills.

• Self confident; self-directed

• Ability to communicate findings, make recommendations, and facilitate change.

• A leader with excellent communication and interpersonal skills that is effective at influencing at all organizational levels.

• Strong project management skills, a creative problem solver.

• Computer expertise – MS Office, AS400 (JDE a plus),

• Must possess a strong work ethic and be able to work independently.

• Bachelors Degree preferred.

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At Overhead Door Corporation, we recognize people as the core of our strength. We offer our employees a collaborative culture and the opportunity to make the most of your talents. Join our team to earn bragging rights by belonging to an industry leading, world class organization. If you are interested in becoming part of a Powerful team of People, view our career opportunities!


Overhead Door Corporation is proud to be an Equal Employment, Affirmative Action employer of talented people who make things happen –a powerful and diverse team that includes women, minorities, individuals with disabilities and covered veterans.


Overhead Door is proud to be a drug free environment.


The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law

www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf


In compliance with the ADA Amendments Act (ADAAA), Overhead Door Corporation offers accommodations for individuals with disabilities that want to apply for a position. Request disability accommodations:

Phone: 469-549-7100 E-mail: accommodation_request@overheaddoor.com