Customer Service Supervisor

Additional Information:

This role is not remote/hybrid. This role will report to Facility: 2920 Stewart Creek Blvd
Charlotte NC 28216

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

• Direct a team of individuals to manage the facility’s top ten key accounts as assigned.
• Assist ISR in making weekly inside sales calls to ensure the manager and staff achieve a minimum of twenty calls  per week.
• Conduct monthly safety training and maintain records.
• Compile and update customer profiles to be utilized by all customer service staff.
• Make joint sales calls to top key and opportunity accounts with servicing reps.
• Provide ongoing coaching and mentoring for customer service staff.
• Direct supervision of facility sales coordinator and customer service staff.
• Run customer orders through Custom Order Entry at time order is placed.
• Run sales transactions through POS.
• Achieve customer satisfaction score >/= to budget.
• Achieve >/= sales/FTE vs. last year.
• Achieve passing audit score by following Company Policy and Procedures.
• Coordinate the preparation and delivery of customer orders ensuring they are filled accurately and delivered in a timely manner to meet their expectations.
• Assist in handling customer complaints within district guidelines as directed.
• Support sales rep selling activities.
• Ensure all transactions are handled properly through the store computer operating system.
• Assist in maintaining store computer operating system and troubleshoot system as necessary.
• Maintain accurate customer work order files and formulas.
• Place and follow-up on purchases from outside vendors per established policy.
• Assist in conducting physical inventory in a timely and accurate manner.
• Ensure the Facility is properly equipped and maintained to support the marketing plan.
• Ensure safety, loss prevention and security practices are followed according to policy and correct or report non-compliance.
• Ensure policies and procedures for handling hazardous material, as outlined in the Work Safe Manual, are implemented appropriately and reported promptly as required.
• Assist in determining staffing needs, recruit store employees accordingly with proper approval, and establish work schedules as appropriate.
• Determine employee training needs and implement training as appropriate.
• Ensure the store staff performs at a level appropriate to meet store objectives by clearly communicating assignments and expectations.
• Assist in the preparation of staff performance appraisals.
• Assist in merchandising the Facility according to district or company guidelines, including monthly promotional package, Facility floor displays, etc.
• Perform/direct processing of daily batch paperwork.
• Perform/direct accounts payable process and preparation of necessary documents and checks.
• Respond to customer questions and complaints concerning their accounts.
• Perform/direct the accounts receivable function, including daily bank deposits, within established standards for bad debt, past due, DSO and overlimits.
• Perform/direct credit investigations and analysis on new and existing accounts, including contacting outside sources for information.
• Implement and maintain a systematic follow-up program of phone calls and visits for delinquent accounts.
• Review management/financial reports and resolve problems as necessary.
• Work with manager and sales reps to sell customers that present special credit problems and manage the accounts to ensure compliance with the program.
• Keep management informed of any significant changes in regard to payment habits of an account and promptly make them aware of problems.
• Assist with warehouse and delivery responsibilities as needed.
• Other duties as assigned.

Minimum Requirements:

• Must be at least eighteen (18) years of age
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future (e.g., OPT, CPT, H1B, EB-1,etc.)
• Must have a high school diploma or GED.
• Must have three (3) years of experience in customer service.

Preferred Qualifications:

• Have prior experience in managing and training
• Proficient in Microsoft Office Suite