Customer Service Supervisor

San Diego, CA
Jul 21, 2017
Jobs Outside Higher Education
Other Jobs Outside Higher Education
Institution Type
Outside Academe

Job Description

Position Summary:

1. Manage the Customer Service Team to:

a. Provide sales and service support to customers

b. Enter sales orders

2. Provide internal support to the sales organization

3. Develop reporting protocol & issue reports to the organization as required

4. Hiring, training, and coaching employees on the Customer Service Team

Responsibilities & Duties:

• Initial Division Support Focus:

o Consumer Electronics Division

o Commercial Electric/Construction Division

• Manage and coordinate Customer Service Team activities:

o Order entry transactions

o Customer inquiries

o Resolving customer complaints

o Communicate with Sales Team as required

o Track orders to monitor on-time delivery

o New Customer entry

o Maintain accurate customer information records in ERP platform

o Maintain sales records as required in ERP platform and/or customer files

o Maintain Sales Force platform with respect to customer information, communication and follow-up activities

o Promote a culture of speaking directly with customers avoiding reliance solely on other electronic means

• Personnel Management:

o Assist team members to resolve problems and complete work

o Manage staff to quantitative metrics and goals. Establish KPI's

o Conduct on-boarding and ongoing training for team members

o Review performance with team members no less than quarterly

o Conduct interviews, hire new staff as required

o Communicate work procedures and company policies to staff

o Staff scheduling including work hours for team and members, managing vacation schedules, coordinating back-up for absences, etc.

• Process Management:

o Document all processes including updating documents when process changes occur

o Develop Customer Service procedures/processes designed to improve efficiency and customer service support quality and/or resolve issues

o Identify workflow requirements and potential customizations to ERP platform

o Coordinate with Finance Team to finalize terms for new customers, resolve payment discrepancy issues, monitor credit levels and customer payment performance

o Manage the RMA process including other teams as required such as Warehouse for inbound logistics, Engineering for product inspection & determination, Sales to finalize RMA results, Finance to perform any required accounting actions and close the communication with the customer

• Tracking and Goals:

o Develop and implement daily, monthly and quarterly Team goals including, but not limited to, order entry error rate, customer price errors, entry efficiency for the Team and each individual

o Develop Team performance reporting that can be used throughout the organization

o Monitor adherence to sales prices lists on incoming and processed orders

o Monitor adherence to sales freight policies

o Coordinate with Sales Directors and Senior Management on the scope, type, frequency and analysis of customer sales reporting

• Other

o Coordinate with Sales Directors to manage prices lists and customer specific pricing

o Coordinate with Sales Directors to maintain accurate Manufacturer Rep assignment to customer records


• 3-5 years of office experience which includes supervisory responsibility

• Experience in sales and sales administration

• Knowledge of office processes, procedures, and technology including exposure to large scale ERP systems

• Experience in supervising projects and team activities

• Proven ability to lead, develop, influence and motivate others

• Organizational skills and ability to prioritize tasks independently and amongst the Customer Service Team

• Excellent written and verbal communications skills

• Knowledge of Microsoft Office tools including Outlook, Word, Excel and Powerpoint

• Experience in Epicor ERP platform and Sales Force desirable

San Diego, CA


Thu, 20 Jul 2017 09:36:38 PDT