Customer Service Supervisor

Silgan Dispensing Systems•Thomaston, CT

About The Position

The Customer Service Manager provides management oversight of the Customer Service Representatives responsible for specific accounts and categories of business supporting the 2 businesses for the Connecticut Campus. Manages effectively in a cross functional environment to drive successes and achieve results through empowerment of the team. The manager must ensure that the accounts representatives are meeting performance measures and provide sound business decisions to meet/exceed customer needs. Manages others and coordinates work independently to ensure policies/procedures are followed. Focus on coaching/development, relationship building, and continuous improvement. Responsible for resolution of customer requirements from inquiry throughout the entire revenue cycle. Establish project plans, timelines, scope and logistics, coordinate customer deliverables, and manages customer expectations while balancing internal requirements and capabilities. Negotiate inventory transactions, analyze customer forecasts, address/resolve day-to-day supply issues, and directs new sales opportunities to appropriate departments. Leads initiatives that identifies and resolves customer issues that allows Sales to focus on sales growth. Must ensure proper integration of all internal touch points, including manufacturing, scheduling, logistics, labs, marketing, sales, samples, and finance. In addition, must be the liaison between commercial and operations to help balance both internal and external needs. Must have the ability to work with all levels within the organization, including executive leadership, and have the confidence to challenge and lead change.

Requirements

Bachelor’s degree (B.A.) from a four (4) year college or university.
Five (5) years related experience and/or training.
Equivalent combination of education and experience preferably in a manufacturing environment
Strong computer skills.
Excellent problem solving and decision-making skills.
Excellent interpersonal skills.
Excellent written and oral communications skills.
Ability to develop and plan department’s long-range organization needs.
Develops a culture that motivates and creates job satisfaction that drives profitable results
Creates team dynamics and strong morale that fosters open communication and dialogue resulting in high performance teams

Responsibilities

Drive the service emphasis throughout the organization with the support of the executive team.
Hire and train Account Specialists, Project Leads, and Customer Account Representatives to deliver responsive service.
Define goals and objectives for Customer Service team.
Manage annual performance evaluation process for assigned team members.
Identify and monitor service metrics/KPI’s.
Provide data analysis and recommendations to all levels within the organization.
Work closely with Commercial organization to ensure consistency of support to all customers.
Publish and update project timelines, monitoring milestones and communicating to the organization and customer any variations that will impact customer satisfaction.
Identify and recommend best practices to provide customer satisfaction and company profitability
Implement new procedures in the department as required.
Lead the CSR’s through periodic staff meetings, coaching, training and development.
Empower the team to serve all customers on a superior level.
Attend any and all meetings relative to service and customer issues.
Enforce that all Purchase Orders are keyed, generated and distributed to ensure on-time delivery.
Ensure that prompt communication and response times are fulfilled to both internal and external customers.
Recognize gaps/problems in the process and identify root cause.
Implement required changes as needed.
Work with executive level, ensuring that open orders are shipped and billed in conjunction with SDS’s monthly overall sales objectives.
Provide/conduct a proactive team for communication internally and externally.
Must follow all work rules and policies
Other duties may be assigned.