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Customer Service Supervisor
Position type: Full-Time, Salaried
Pay range: $70,000.00 - $80,000.00
Location: North Grafton, MA
Ask Yourself This…
Are you detail oriented and love the challenge of coordinating multiple channels of communication in order to deliver the best customer service? Do you like manufacturing and would you enjoy working for a U.S. manufacturer that manufactures essential raw materials for the abrasive and refractory industry (think grinding wheels and sandpaper)? Do you enjoy a job with responsibility and oversight of customer orders, lead times, customer questions, inventory and logistics? Do you like developing external relationships as much as you enjoy working with a small, focused, and experienced team of co-workers? Does getting answers for customers and your team interest you? Do you like aligning the customers' needs with internal processes and following through? Do you have experience with an ERP system? If yes, keep reading.
Who We Are
We are a manufacturing company local to the Worcester/Westborough area looking for our next Customer Service Supervisor as we grow our business. In this role you will work amongst a collaborative team with supportive senior managers to deliver the best customer service possible. We are entering an exciting time in our company’s history, and we are looking for a world-class Customer Service Supervisor to lead a small customer service team.
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Supervise the daily activities of the Customer Service Representatives by coordinating work schedules and customer service activities
- Provide guidance to Customer Service Representatives and communicate customer service performance objectives, best practices and thought leadership
- Ensure that departmental standards regarding courtesy and productivity are maintained
- Develop and implement strategies for improvements and efficiencies
- Assist the team in maintaining continual communication with customers via phone and email, updating order status, certifications, problem resolution, and general inquires
- Coordinate with various production sites and sales team members to fill customer orders and maintain effective lines of communication on product availability
- Own key accounts and manage workloads across Customer Service Representatives
- Lead efforts to gather information to record and resolve any customer complaints on a timely basis to improve the customer experience
- Enter, maintain, and report on Key Performance Indicators (KPI)
- Use CRM (Salesforce) to update customer information
- Manage ERP standard operating procedures and workflows
- Architect solutions for more efficient workflows within the ERP in order to enhance customer and employee experience
- Other duties and responsibilities
What You’ll Need
To be successful in this position, you must:
- Have an associate’s degree or 10 plus years of related experience and/or training
- Possess organizational skills, attention to detail skills, and have excellent phone communication
- Have the ability to work in a fast-paced and dynamic environment
- Positive attitude and determined problem solver
- Passion for problem solving and delivering outstanding customer service
- Strong management skills and prior management experience
- Have prior ERP and CRM experience in a manufacturing environment preferred
We proudly offer robust compensation and benefits packages, including:
- Competitive pay
- Generous medical and dental plans
- Employer-sponsored retirement plan
- Company-paid life insurance
- Immediate paid vacation and generous holiday time
- Family-friendly sick and personal leave policies
- Opportunities for career development
The above statement reflects the general details considered necessary to describe principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.
Washington Mills is an Equal Opportunity Employer committed to workforce diversity. M/F/D/V. Qualified minorities, women, individuals with disabilities, and veterans are strongly encouraged to apply.
Washington Mills is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
PLEASE READ CAREFULLY BY SUBMITTING THIS APPLICATION YOU ACKNOWLEDGE THAT YOU UNDERSTAND AND ACCEPT THIS INFORMATION.
I certify that the information on this application and its supporting documents is accurate and complete. I understand and agree that failure to fully complete the form, or misrepresentation or omission of facts, represents grounds for elimination from consideration for employment, or termination after employment if discovered at a later date.
I authorize Washington Mills to investigate, without liability, all statements contained in this application and supporting materials.
I authorize references and former employers, without liability, to make full responses to any inquiries in connection with this application for employment.
If selected for a position, I agree to submit to a physical exam, background investigation, and/or screening for illegal substances upon conditional offer of employment, depending on the position requirements. Job-related concerns identified during any of the above screenings may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
I understand that this document is NOT an offer of employment, and that an offer of employment, if tendered, does NOT constitute a contract for continued guaranteed employment. I understand that employees of Washington Mills who work at union facilities and are obligated to join the union as a result of the position they are applying for, serve pursuant to the terms of the applicable contract and the employment relationship may be terminated at any time by you, for any or no reason, and the Company may terminate you pursuant to the applicable contract but in no event for a reason prohibited by law.
If employed, I will be required to furnish proof of eligibility to work in the United States, and any other information required to be provided to employer by law or for benefit eligibility, and to comply with Company and departmental policies, practices, rules, and regulations.
I understand that if employed on a temporary basis, I would be paid for hours worked only, and would be ineligible for benefits including paid time off. I understand that any benefits I receive outside any applicable contract may be subject to change or discontinuation at any time without prior notice.
I understand that if offered employment, I will be required to complete a Form I-9 and that the Company reserves the right to terminate my employment if said information is processed through E-Verify and I am unable to resolve any discrepancies in my information with the Social Security Administration, the Department of Homeland Security, or any other applicable government agency.
