Customer Service Supervisor

Additional Information:
This role is not remote/hybrid. This role will report to Facility: 2920 Stewart Creek Blvd
Charlotte NC 28216
Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

Responsibilities
- Direct a team of individuals to manage the facility’s top ten key accounts as assigned.

- Assist ISR in making weekly inside sales calls to ensure the manager and staff achieve a minimum of twenty calls  per week.

- Conduct monthly safety training and maintain records.

- Compile and update customer profiles to be utilized by all customer service staff.

- Make joint sales calls to top key and opportunity accounts with servicing reps.

- Provide ongoing coaching and mentoring for customer service staff.

- Direct supervision of facility sales coordinator and customer service staff.

- Run customer orders through Custom Order Entry at time order is placed.

- Run sales transactions through POS.

- Achieve customer satisfaction score >/= to budget.

- Achieve >/= sales/FTE vs. last year.

- Achieve passing audit score by following Company Policy and Procedures.

- Coordinate the preparation and delivery of customer orders ensuring they are filled accurately and delivered in a timely manner to meet their expectations.

- Assist in handling customer complaints within district guidelines as directed.

- Support sales rep selling activities.

- Ensure all transactions are handled properly through the store computer operating system.

- Assist in maintaining store computer operating system and troubleshoot system as necessary.

- Maintain accurate customer work order files and formulas.

- Place and follow-up on purchases from outside vendors per established policy.

- Assist in conducting physical inventory in a timely and accurate manner.

- Ensure the Facility is properly equipped and maintained to support the marketing plan.

- Ensure safety, loss prevention and security practices are followed according to policy and correct or report non-compliance.

- Ensure policies and procedures for handling hazardous material, as outlined in the Work Safe Manual, are implemented appropriately and reported promptly as required.

- Assist in determining staffing needs, recruit store employees accordingly with proper approval, and establish work schedules as appropriate.

- Determine employee training needs and implement training as appropriate.

- Ensure the store staff performs at a level appropriate to meet store objectives by clearly communicating assignments and expectations.

- Assist in the preparation of staff performance appraisals.

- Assist in merchandising the Facility according to district or company guidelines, including monthly promotional package, Facility floor displays, etc.

- Perform/direct processing of daily batch paperwork.

- Perform/direct accounts payable process and preparation of necessary documents and checks.

- Respond to customer questions and complaints concerning their accounts.

- Perform/direct the accounts receivable function, including daily bank deposits, within established standards for bad debt, past due, DSO and overlimits.

- Perform/direct credit investigations and analysis on new and existing accounts, including contacting outside sources for information.

- Implement and maintain a systematic follow-up program of phone calls and visits for delinquent accounts.

- Review management/financial reports and resolve problems as necessary.

- Work with manager and sales reps to sell customers that present special credit problems and manage the accounts to ensure compliance with the program.

- Keep management informed of any significant changes in regard to payment habits of an account and promptly make them aware of problems.

- Assist with warehouse and delivery responsibilities as needed.

- Other duties as assigned.

Qualifications
Minimum Requirements:

- Must be at least eighteen (18) years of age

- Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future (e.g., OPT, CPT, H1B, EB-1,etc.)

- Must have a high school diploma or GED.

- Must have three (3) years of experience in customer service.

Preferred Qualifications:

- Have prior experience in managing and training

- Proficient in Microsoft Office Suite