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Customer Service Supervisor

Published
February 2, 2025
Location
Winona, MN

Description

Title: Customer Service Supervisor

Category: Salaried

Location: Winona, MN, US

Requsition ID: 1776

Salary_Range: $44,800.00 To $55,000.00 Annually

Description:
BASIC FUNCTION:

Immediate backup to Customer Service Manager in the Customer Service Department. Supervises Customer Service Representatives. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training and cross training employees, planning, assigning, and directing work; assist in addressing complaints and resolving problems. Fills in as team members on leave. Performs all duties associated with Inside Sales: taking orders, quoting and preparing proposals.

QUALIFICATIONS:

Minimum of an Associate's degree (Bachelor's Degree preferred), or acceptable equivalent work experience 7 - 10 years' experience in Customer Service or Business related fields. Must demonstrate a positive and business-like attitude with a strong customer service orientation Conduct all interaction with customers, representatives, co-workers and supervisors in a focused, positive, courteous and respectful manner. Experience working both independently and in a team-oriented, collaborative environment is essential. Able to bring out cooperation from a wide variety of sources, including upper management, end users, and contractors; demonstrates an approachable presence. Able to communicate ideas in both technical and user-friendly language; must speak, read, write, and understand English.

Demonstrates a thorough knowledge of:
Excellent written and oral communication skills.Must have the ability to efficiently and accurately enter data in a fast paced environment while communicating professionally both written and orally.Demonstrated Microsoft Office ability required. Experience with JD Edward's operations system is a plus.
RESPONSIBILITIES:
Direct back up to Customer Service Manager.Handle customer phone orders, inquiries, complaints or problems.Coordinate all orders, quotes, faxes and customer correspondence by monitoring all incoming emails, orders, and inquiries in purchaseorder.com, custserv.com and winfax (faxes). Responsible for monitoring voice mails and distributing accordingly within the Customer Service team.Insure that all proposals, quotations, customer correspondence is prepared neatly and submitted on time.Responsible for key customer accounts assigned by Customer Service Manager, along with managing specific EDI orders.Effectively communicate and interface with all internal and external departments at Peerless.Complete special projects as assigned.Back up to Customer Service Representatives.Assist Customer Service Manager in establishing appropriate training for new-hires along with cross training current Customer Service Representatives.Assist Customer Service Manager in maintaining documentation for specific customer handling with KPI's, Portals, or other customer specifics as necessary.Work closely with outside sales managers to service customers.Backup to Customer Service Manager to approve specialty pricing or KACE tickets.Other duties as assigned.
PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly in a sedentary role; sitting for extended periods of time. The individual needs to communicate with others through listening, talking and writing. The employee is frequently required to walk, sit, use hands to fingers, handle, or feel and reach with hands and arms. The employee must frequently lift and/or move up to 25 pounds and utilize assistance as needed for lifting heavier weight. The employee is required to move to meet with others as needed. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus.

PI261116546

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