Customer Service Supervisor

Company Information 

CSWI’s Engineered Building Solutions segment manufactures custom architectural building components and innovative firestopping and smoke-rated products that help protect people. Safety and code compliance are top of mind for architects, engineers, and contractors. Our purposeful brands combine functionality with aesthetically pleasing designs for the construction, refurbishment, and modernization of buildings. Our brands include Balco, Greco Architectural Metal Products, and Smoke Guard.

Balco, a manufacturer of architectural building products, is growing! We are expanding our team with people who enjoy a fast-paced, teamwork environment and are passionate about working together to meet or exceed customers’ requirements. The Balco team focuses on Architectural Expansion Joints, Moats and Portals, Fire Barriers, Stair Nosings, Mats and Grids, Trenches, and Photoluminescent products to provide high-quality building solutions.

COMPANY WIDE RESPONSIBILITIES:

• Support and follow Balco, Inc.’s Quality Policy


• Follow all applicable Procedures and Work Instructions


• Initiate preventative and corrective actions for problems with product or processes


• Demonstrate company values


• Follow all safety rules and regulations as directed by Balco


• Any other assignments, duties or responsibilities as directed by the Supervisor or Executive Management

Responsibilities  

• Offer solutions for problems with product or processes and initiate preventative and corrective actions

• Maintain & add pricing as needed in the ERP systems for all products


• Provide special pricing for Reps & Customer Service as needed


• Provide guidance and support for Customer Service, Production, Supply Chain & Project Detailing


• Collaborate with other departments to resolve service-related challenges


• Monitor group email inboxes for customer inquiries


• Monitor order statuses to ensure no delays by Customer Service


• Lead team meetings as needed


• Accommodate one on one meeting with employees to ensure consistent feedback


• Approve employee time off and hours to meet customer expectations


• Provide back up for Customer Service Architectural & Firestop as needed


• Audit work instructions and update as necessary


• This role may require other job duties to be performed.

Qualifications (Knowledge & Skills)

• Ability to communicate professionally and effectively both orally and in writing


• A passion for helping others and a positive, solution- oriented attitude


• Ability to develop and maintain strong relationships with clients and team members


• Ability to maintain composure during difficult conversations


• Ability to multi-task and prioritize tasks in accordance with business needs


• Technical aptitude and ability to effectively utilize Microsoft suite programs and an ERP system and run reports

Education

• High school diploma or equivalent is required


• Post-secondary technical education preferred

Experience  

• 3 or more years of experience in a customer service role utilizing an online ordering platform and providing technical support


• Experience troubleshooting technical problems and providing solutions


• Experience utilizing MS Suite, Crystal Reports, and ERP software


• Experience working with or in architectural, construction, or engineering firms or similar is preferred

 Work Environment

• Physical Conditions:
  
  
  
  • Office: This position works in a professional office environment, routinely uses standard office equipment, and is seated for long periods of time.
  
  
  
  


• Location:
  
  
  
  • In-office: This role is located at our office in Wichita, Kansas. Employees must be present at the office and available to perform the essential functions of their jobs whenever they are scheduled to work.
  
  
  
  

Other Requirements

• Candidates who receive an offer of employment must successfully pass a background check and drug screen.

• Must have finger dexterity


• Must be able to reach, bend, kneel, and crouch occasionally


• Must be able to safely lift 40 pounds

Benefits

• Competitive salary with an annual pay increase


• Comprehensive health, dental, vision, and life insurance. 


• 401(k) with company match on 6%


• Paid time off, including holidays and vacation. 


• Employee Stock Ownership Plan (ESOP) for long-term wealth building.


• Annual Performance Bonus Program


• Employee Discounts


• Tuition Reimbursement


• Paid Parental Leave


• HSA Contributions


• EAP Program


• Referral Bonus


• Flexible schedule: Work a 40-hour week with a Monday–Thursday schedule of 9 hours per day and a 4-hour Friday.