Position Title
International Customer Service Supervisor
SBU
Medical
Department
AsLA
Relocation Covered
NO
Educational Requirements
Bachelor's degree
Experience Requirements
Qualified candidate must have previous management experience in an industrial-related environment; 5+ years experience in International Customer Service (including Export/Import Compliance, Logistics); be proficient in Windows: World, Excel and PowerPoint; SAP and/or QAD required. Strong communication skills, verbal, written composition skills, organization, time management and multi-tasking skills required. Have the ability to sort complex problems into key details and actions with exceptional decision-making skills. Candidate should possess excellent negotiation skills and ability to prioritize tasks to meet assigned commitments and deadlines.
Qualification Requirements
Bachelor's degree in a business related discipline or 1-2 years related experience and/or training.
Proficient in Windows 95, World, Excel and PowerPoint, SAP required.
Ability to sort complex problems into key details and actions with exceptional decision-making skills
Excellent negotiation skills and ability to prioritize tasks to meet assigned commitments and deadlines.
Preferred Qualifications
Documentation/International Distribution experience is a plus. Second language preferred (Spanish).
Responsibilities
Responsible for providing quality and efficient customer service to customers through the daily management of a team of up to 8+ employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, responsible for assisting with development, analyses and implementation of staffing, training, scheduling, and to coordinate assigned activities with other divisions and outside agencies. Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. Responsible for order management which can include sales order processing, validation and completion of necessary paperwork, verify credit status/pricing verifying inventory levels.
Works with customer account reps to review/produce reports, ensure orders are processed accurately and in a timely manner and issues resolved, ensure back order reports are produced and provided to customers and sales on a weekly basis.
Take action to avoid issues, train staff (new hires and existing employees to improve skills and understanding), monitor work for volume and review emails to improve communication skills with the team.
Provide daily direction and communication to employees so that Customer Service requests are answered in a timely, efficient and knowledgeable manner.
Provide continual evaluation of processes and procedures.
Responsibilities include suggesting methods to improve department operations that affect the overall efficiencies and service to both internal and external customers.
Provide performance feedback and coaching on a regular basis to each team member.
Write and administer performance reviews for skill improvement. Link performance to merit increase and insure employees have appropriate training and other resources to perform their jobs.
Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
Address disciplinary and/or performance problems according to Company policy and prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
Assist Manager with daily operation to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.
Work as a member/leader of special or on-going projects that are important to area/process improvement as assigned by the Manager
Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
