Customer Service Supervisor Job in Santa Ana 92704, California US
Position Overview: Supervise and participate in daily activity of Customer Service team to ensure the timely and accurate servicing of customer needs; and job handoff to manufacturing. This position is responsible for maintaining all processes related to customer inquiries, quotations, order entry, and contract review. The position will provide direct supervision for all CSR’s. Work closely with Account Executive and Manufacturer’s Rep in the sales process. Other related projects as assigned.
Tasks:
Support and carry out the sales strategy as it relates to customer and field sales activities.
Provide ongoing communications to senior staff indicating how well the department is performing its duties against a defined measurement grid. Advise of group activities and needs as they relate to the growth of the business
Train and manage the CSR’s so that they are competent performing all aspects of their jobs in a fashion that reinforces the strategic initiatives of the company and supports the sales efforts of company through our direct sales people as well as any contracted sales organizations.
Maintain balanced workload within group; assure all functions have adequate back up support in the event of vacation or sickness.
Ensure adequate training is provided as needed to continually improve performance and capability of group
Establish pricing levels such that they meet the profitability directives of the company. Use guidelines and systems provided to verify profitability of business quoted. Ensure product pricing / contract management meets business objectives and is handled in a timely fashion.
Handle a wide variety of non-routine and difficult tasks and inquiries where the solution is not immediately apparent. Utilize problem-solving techniques to identify appropriate responses to these non-routine situations.
Resolves issues and conflicts related to direct reports.
Perform other related duties as required or directed, and as responsibilities necessitate.
Tools Technology Used: MRP system- JobBoss, Autocad, UPS shipping software, other tools for quoting and material applications.
Knowledge: 3-5 years in experience in Project Management or General Business with a 2 year college degree. (4 year degree a plus.) Excellent knowledge of general mathematics, specifically geometry.
Skills: Excellent computer skills, Detail oriented, Good verbal/written skills. Enjoys working with people internally and with customers, mechanical aptitude, multi-tasker, fast pace work environment.
Work Activities: Documenting/Recording Information —. Getting Information — Evaluating data— Communicating providing information to Supervisors, Peers, or Subordinates —Monitoring and reviewing information to detect or assess problems.
Work Styles Values: Dependability — Cooperation —Self Control —Initiative — Adaptability/Flexibility — Good Listener