Customer Experience Supervisor

Customer Experience Supervisor

This is a hybrid position with an on-site requirement in East Stroudsburg, PA

Summary:

The Customer Experience Team Supervisor will oversee a Customer Experience team (CXR’s) who are located at one or more of our office locations or who operate remotely.  This role is expected to lead, train, support and mentor their team to efficiently manage the Order to Cash process (Order Management).  This includes all aspects of a CXRs responsibilities including answering telephone calls, responding to emails of approx. 100 per day, proactively sending customers confirmation and notifications, order processing, following order through to billing process.  The role requires extensive proactive communication with customers, the sales team, supply chain, logistics and the management team.  Team Supervisor will also be responsible for escalation issues, and advising on resolution.  Team Supervisor will be responsible for training and coaching of less experienced, or new CSR employees.  Processing and entering monthly commissions, and billing of commissions.  Primary support for daily operations to ensure CXR activities are completed efficiently and accurately.  Perform month end tracking and team key performance indicators.  Audit orders and emails for quality assurance.  Update procedures and workflows.  Act as subject matter expert on special projects.

Essential Duties and Responsibilities include the following:

• Embrace and work to the spirt of the Azelis mission and organizational tenants.
• Answer telephone and emails responding to both customer and internal employee’s needs.
• Build effective communication lines and relationship with their team, sales team and sales VP(s) and customers to develop a good understanding of how to support their needs.
• Order processing and customer inquiries as required.  This includes communication to customers and sales team on order updates and status changes to their orders. 
• Performs month end shipment tracking along with reservations and confirmations.
• Trouble shooting when any customer issues are communicated, empowerment to decide upon a resolution to the problem and follow through and handles escalation needs and calls.
• Communicate with and build a team relationship with the Sales Representatives that you are assigned to support.
• Communicate with Credit department to ensure urgent orders are released from credit hold.
• Handle customer complaints including documentation, disposition, root cause, corrective and preventative action.
• Continuously strive to create efficiencies and improvement in Customer Service Processes
• Assist in training, coaching, and mentoring CXRs on their team
• Manage team member workload, attendance/time off, and performance reviews
• Assist in applying and developing best practices in our customer service processes. 

• Assist in rollout and training of new systems and processes
• Perform other functions of the customer service department as needed.
• Build effective communication lines with supply chain, logistics and the sales team.

Other Responsibilities include (but not limited to)

• Understand and adhere to/follow the department procedures and policies.
• Understand and adhere to/follow the Azelis Americas and CASE Business
• Additional responsibilities may be assigned as needed.

Key Strengths:

• Demonstrates Leadership Skills
• Able to Mentor and Train CXR’s
• Capable of leading teams
• Conflict Resolution Skills
• Excellent and proactive communication skills.
• Demonstrates input into department results, workflow, and processes for continuous improvement
• Detail-oriented and well organized
• Ability to multi-task and handle a high volume of work load with attention to detail at all times.
• Self-motivated, honest, dependable and a high level of integrity
• Superior interpersonal skills
• Can do attitude- No job is too small or big mentality

Competencies:                                                  

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; demonstrates group presentation skills and a good command presence; participates in meetings.

Written Communication - Writes clearly and informatively; presents numerical data effectively.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests;

Business Acumen - Understands business implications of decisions; displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals. 

Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.  has a strong command of margin optimization opportunities within the operation.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically.

Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:                                            

• Significant Customer Service or related Experience required, minimum 5 Years’ Experience with 10 preferred
• Management/Leadership experience of at least 3-5 years required
• 4 year College degree (exceptions with extensive on the job experience)
• Experience with order entry into a ERP system.
• Knowledge of freight terms and chemical packaging a plus.
• Good PC hardware and MS Office software skills, especially with excel.
• Experience with order entry into a ERP system.
• Ability to read, analyze, and interpret general business correspondence.
• Effectively present information as necessary in written and spoken form.
• Good basic math skills.
• Able to treat others with respect and dignity.
• Able to maintain confidentiality on sensitive issues.
• Able to effectively work in a team-based and quality driven environment, where all team members hold themselves mutually accountable.