Customer Care/Parts & Service Supervisor

Customer Care/Parts & Service Supervisor at Agri-Fab, Inc. Customer Care/Parts & Service Supervisor at Agri-Fab, Inc. in Sullivan, Illinois Posted in 4 days ago.

Type:

Full-Time Job Description:

Agri-Fab has a great opportunity for a Customer Care/Parts & Service Supervisor! Agri-Fab is a leader in the lawn and garden marketplace with shipments reaching around the globe. As successful as Agri-Fab has become, the core goal has not changed - provide a reliable source of employment for the community. Agri-Fab offers vacation and sick time, on-site childcare and a comprehensive benefits package focused on wellness rewards, along with 401K and company paid life insurance. Other benefits include tuition reimbursement, entertainment discounts, 10 paid holidays and more!

Purpose:

The Supervisor of the Customer Care Department maintains the Customer Care, Parts & Service Department, and Returns Department, and delegates work to the employees. The Manager is required to monitor, assist, coach, and review Customer Care, Parts & Service, and Returns Department employees work to ensure standard work procedures are carried out in a professional manner. Essential Functions This positions essentials include, but are not limited to: Supervising Customer Service Representatives and Parts & Service team Assigning individual duties to the Customer Care Representatives, Return Specialist and Service Parts personnel Pulling the

HTSSVPARTS

report quarterly to review for gaps in information, work with purchasing and engineering to obtain information on missing data to add to Web client Managing and monitoring parts and service team weekly tracker, carousel restocking %, update KPIs monthly. Annual review of Carousel to include static shelves inventory, min/max quantities, and shipping volume to keep the department right-sized consistently over time to avoid the massive reset. This review should have an annual date set for the most common period of low-volume shipments. Work Hold order report daily by 9 am, work with CEM to update any part pricing needs Run daily time reports and monitor overtime of Customer Service, Parts and Service Representatives, Return Specialist, and Sales Analyst, and provide a weekly update to the manager Review and support parts and service weekly standard work (KPIs, Kardex order report) Assist Customer Care and Parts, Service Representatives, and Return Specialist with difficult situations Coach and help Customer Care Representatives with new policies or new product training Review and readjust tools to make the job of the Customer Care Representatives, Return Specialist, and Parts & Service employees easier Review and communicate service part pricing updates, new model check sheet, ensure IPLs posted on intranet and Speedepart, send IPL/ Owners Manual files to customers as needed (Husqvarna, Stigma) Run and review open order report for service parts, review open work orders, and purchased parts follow up as needed with production control Run service part out of stock, backorder report every Tuesday, review with the service part team to ship on time Monitor and track parts and service fill rates, update Dashboard monthly Manage warranty claims (all customers) Manage Speedepart site, upgrades, new dealers, part pricing retail and dealer, freight table, service part subs, adding new part #s Monitor John Deere and Frontier ship date compliance (service parts) Maintain/Update Customer Care, Parts & Service, and Return Specialists work instructions as needed Department Communication Alert quality to possible problems with finished goods from return data and or customer interactions, reviews, and phone calls. Alert purchasing and production control to heavy parts sales Work with product management and engineering on customer assembly issues or owners manual issues, review new product manuals and/or revised manuals through the manual review process Assist with answering Bazaarvoice Reviews and Q&A