Supervisor, Customer Service

About the position

The Supervisor, Customer Service is responsible for leading end-to-end support of customer service inquiries and resolution by identifying customer and distributor requirements, providing quality on-time processing and handling of customer orders, deliveries and inquiries, and implementing new processes and procedures to improve customer interactions.

Responsibilities

• Develop long and short-range plans, including identifying objectives, strategies and required resources to optimize total customer satisfaction.
• Leverage voice of customer survey insights and quality of service to improve customer satisfaction.
• Manage incoming customer orders and issues to achieve a high level of customer service and integrity related to quality, delivery timeliness and accuracy, and promise-date reliability.
• Provide product and application assistance support to Customer Service reps and our customers as required.
• Drive interaction and communication with Sales, Marketing, Warehouse and Logistics, Manufacturing Planners, and Manufacturing plants to expedite products for customers' orders and process special or unusual orders.
• Maintain current information on export regulations to ensure compliance with all export laws and communicate changes in export regulations to appropriate personnel.
• Understand and develop department expertise in international commercial documents, as needed.
• Proactively identify and implement continuous quality and process improvements as it relates to Customer Service.
• Conduct data analysis and determine root cause to effectively resolve customer complaints and issues.
• Integrate and improve customer service processes to provide significant value-added benefits to Graco's customers in a cost-effective way.
• Lead team through change and process improvement efforts, including supporting training and identifying Customer Service-wide opportunities.
• Develop, train and measure Customer Service personnel to achieve an efficient operation that favorably impacts customer relations and increases sales.
• Lead, mentor, manage Customer Service team, ensuring alignment with organizational goals and promoting a culture of excellence.
• Drive team performance by setting clear goals, providing ongoing feedback, and facilitating professional growth opportunities.

Requirements

• Bachelor's degree
• 5+ years of proven Customer Service management experience.
• Proven supervisory/managerial experience.
• Demonstrated ability to lead and build strong working teams.
• Ability to interpret/communicate/implement various Sales, Marketing information and programs.
• Effective communication skills and ability to work collaboratively with cross functional teams.
• Strong problem solving and analytical skills with attention to detail.
• Proactive and results-oriented mindset with a strong focus on delivering high-quality projects on time and on budget.

Nice-to-haves

• Global industrial manufacturing experience and knowledge.
• Extensive Graco product knowledge.
• Manufacturing and inventory control exposure.

Benefits

• Medical insurance
• Dental insurance
• Stock purchase plan
• 401(k)
• Tuition reimbursement