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Customer Service Supervisor
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Based on Missouri data
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What they do
A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
$54,708 / year median in Missouri
-3% projected decline
Job Description
Customer Service Supervisor
Department:
P&C Selling & CSR
Location:
Maryland Heights, MO
COMPANY OVERVIEW
Balchem is committed to making the world a healthier place by delivering trusted, innovative, and science-based solutions for the health and nutritional needs of the world. Balchem employs approximately 1,400 employees worldwide who provide the service, quality, and technology that enables our customers to win with their customers. We have built a reputation for delivering results to all of our stakeholders. Founded in 1967, Balchem, a Maryland corporation, became a publicly-traded company in 1970 and is listed on Nasdaq under the symbol "BCPC." Our corporate headquarters is located in Montvale, New Jersey, and we have a broad network of sales offices, manufacturing sites, and R D centers, primarily located in the U.S. and Europe. The Company consists of three business segments: Human Nutrition and Health, Animal Nutrition and Health, and Specialty Products.
POSITION SUMMARY
Provides management oversight for the activities of customer service representatives connected to and responsible for specific lines of business. The Supervisor must ensure that P&C Customer Service Team is meeting performance measures and provide sound business decisions relative to customer satisfaction. Responsible for resolution of customer inquiries and timely processing of orders from entry to shipment. Must ensure proper integration with multiple plant operations, scheduling, inventory control, and logistics. Must coordinate activities and communicate well with Operations managers and sales organization.
ESSENTIAL FUNCTIONS
Develop and lead a team of qualified personnel to deliver high quality customer service function
Assure customer satisfaction by critically monitoring and addressing customer issues and implementing timely corrective action responses
Communicate directly with customers to identify their needs and work with internal resources to ensure rapid response
Direct responsibility for Key accounts
Establish and maintain customer service processes and procedures
Create and maintain customer account records in Microsoft D365
Manage the daily functions of the customer service team with enthusiasm and use leadership role to inspire teamwork and productivity
Provide customer service training programs to promote quality customer service throughout the P&C division
Proficient in end-to-end order to process
Follows and enforces all safety policies and procedures including use of safety equipment (PPE) and equipment safeguards; works to advance and promote the safety culture of the site
Excellent communication will be essential with Operations, Manufacturing, Logistics, R D and QA Departments in all locations
Interaction with Outside Sales and Marketing groups will be required
Participate in and contribute to cross-functional meetings
REQUIREMENTS
Must possess excellent business management skills, have a track record for innovation and outstanding leadership ability
Must have the ability to communicate at all levels of the organization and be able to lead change
Requires Bachelor's Degree in a related discipline, 5-7 years of experience in food industry is preferred, plus a proven track record in sales or customer service management