Senior Customer Service Supervisor

Senior Customer Service Supervisor

Requirements

• Bachelor’s degree or equivalent experience
• Experience in Customer Technical Support operations, and ticketing systems
• Experience in Order Entry and Management
• Excellent organizational and interpersonal skills
• Be adaptable and comfortable in a fast-paced, dynamic work environment
• Superior communication, decision making, teaming skills, and a willingness to go the extra mile to provide the best possible experience for both internal and external customers
• Highly motivated, ability to coordinate tasks across multiple groups
• Strong computer skills including MS-Office, MRP, and CRM systems (SAP or Pivotal knowledge is preferred)
• Attention to detail is critical, to ensure that we provide the best-in-class customer support
• Negotiating skills and abilities an asset – always aiming for ‘win-win’
• Understanding of International Traffic in Arms Regulations (ITAR) processes and associated export policies and restrictions

Responsibilities

• Provide leadership, direction, and supervision to our team of Order Management Desk representatives, coach, mentor, and train team members
• Team focus is on the management of customer deliverables, and timely, accurate provision of status from receipt to shipment
• Accurate and timely entry of complex customer purchase orders, including new and repair orders
• Tracking and expediting internal Contract Reviews and Order Acknowledgement/Acceptance
• Management of the Purchase Order Log and Sales Order Problem Report
• Partner with Professional Services, Production, Purchasing, and Accounting teams to support customer reports and deliverables
• Effectively communicate details of customer orders to various internal teams to ensure all requirements are met
• Participate in customer conference calls and meetings, as required
• Escalation of issues to Project/Program Managers or Director of Professional Services
• Reschedule or renegotiate contractual delivery dates with customers
• Attend internal meetings to mitigate possible risks to on-time delivery performance
• Supervise day-to-day customer issues; serve as primary liaison between the customer and other internal departments, including Purchasing, Accounting, Production, Warehouse/Shipping, and Post Sales installation teams
• Manage case management system and provide metrics reports
• Maintain the Quarterly Engineer On-Call schedule and publish with Answering Service
• Manage Answering Service’s invoices and contract
• Reassign cases as needed to align with support verticals
• Provide leadership, direction, and supervision to RMA representative
• Provide escalated technical support and customer feedback for clients, product development, and engineering
• Respond to escalated customer technical support needs for PacStar
• Supervise online case management portal daily
• Serve as escalation point regarding company’s policies regarding returns, exchanges, warranties, and repairs
• Ensure the satisfaction of customers by resolving their complaints quickly and effectively
• Coordinate with other departments such as shipping or finance to ensure that returns are processed efficiently and accurately
• Coordinate meetings with customers and specialists when additional help is required to solve a problem
• Provide feedback to supervisors about customer satisfaction with products or services offered by the company

Preferred Qualifications

• Knowledge of SAP or Pivotal is preferred