Customer Care Supervisor

Create your legacy with us! For over 100 years, the Overhead Door™ brand has led the industry. We are seeking a motivated and detail-oriented professional to provide excellent service to our customers. Be a part of our team!

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 quotations.

• 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.