Customer Service Supervisor

Job Summary:

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Supervisory Responsibilities:

• Interviews and assists in hiring entry-level customer service employees.
• Trains new employees in the Company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Assists in discipline and termination of employees as needed and in accordance with Company policy.

Duties / Responsibilities:

• Performs many of the same functions as a Customer Service Represntative, including managing projects, communicating directly with customers, placing orders, managing inventory levels, and maintaining customer accounts.
• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer orders, complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Branch Manager or other appropriate staff.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor Customer Service Representatives.
• Proficient in Microsoft Office, specifically Excel, or related software.
• Proficient computer skills with the ability to learn new software.
• Technical math and mechanical skills preferred.

Education and Experience:

• Bachelors degree preferred.
• At least three years of customer service experience required.
• Previous experience in a supervisory role preferred.
• Experience reading blueprints preferred.
• Experience in the fastener, polymer or seal industry preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Occasional assistance in the warehouse, pulling specific customer orders, which may include lifting up to 50 pounds, bending, walking and standing.

Schedule:

This is a full-time, exempt position with a M-F, 8am - 5pm schedule.

Benefits:

Zatkoff offers the following benefits for full-time employees:

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short and long-term disability
• Employee Assistance Program
• Profit sharing
• Annual performance bonuses

Additional Information:

Zatkoff is an Equal Opportunity and Affirmative Action Employer. Zatkoff is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. Legal authorization to work in the U.S. is required for all positions, and certain positions may require specific types of legal work authorizations.

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