Customer Service Supervisor - Bilingual

POSITION SUMMARY

Reporting to the Customer Service Manager – North America, the Customer Service Supervisor will establish and maintain a world class customer service team to deliver service excellence to Graymont’ s customers; overseeing a team of customer service representatives, based in multiple locations within North America, to ensure the efficient and effective receipt and delivery of customer orders, dispatching of delivered loads, as well as the resolution of customer inquiries, complaints, and requests. The Customer Service Supervisor will be a team player who will be looked upon as the “go to” resource for Customer Facing Customer Service Representatives (CSRs). The Customer Service Supervisor will be required to lead, develop, and motivate a specified team of Customer Service Representatives (CSRs) to enable the team to consistently deliver industry leading customer service standards. The Customer Service Supervisor will also be required to provide transactional customer coverage as required.

Flexibility, availability, and the ability to set the right priorities are essential to the success of this position. The ideal candidate enjoys a work environment characterized by frequent changes. A positive attitude and strong interpersonal skills focused on customer service are essential.

DUTIES AND RESPONSIBILITIES :

• Manage, coach, and develop Customer Facing CSRs to reach higher competencies and empower them to make decisions commensurate with their abilities
• Be visible to Customer Facing CSRs by meeting in person on a frequent basis and encourage open communication and collaboration of issues, possible solutions, and continuous improvement recommendations with all stakeholders including Sales and Operations.
• Develop and measure key performance indicators to track and evaluate customer service performance. Submit monthly status report on customer service highlights.

oBuild the capacity of team ensuring they consistently deliver high quality, accurate and consistent service in line with defined KPI’s and processes.

oCoordinating team operations and resources and assisting in identifying, developing, and implementing activities to improve operational performance.

oMonitor workload and performance; proactively address learning and development needs of team members and recommend development activities.

oIdentify opportunities for process automation and continuous process improvement. Support the integration of new systems and subsequent reporting changes.

oDevelop, utilize and promote One Graymont tools and processes including but not limited to Sales and Operations Planning (S&OP) and Quality Management System (QMS), Transwide, and Salesforce

oSupport and lead Customer Facing CSRs in adjusting customer demand forecast (1-3 weeks) to ensure demand is accurately and timely represented in the S&OP process.

oReceive, process, and confirm customer orders, contacting different carriers to arrange for delivery of confirmed orders when required (dispatching), in a timely and responsive manner that meets both the customer’s and the business’s needs.

oEnsure manual bills of lading for terminals or plants are accurately processed in a timely manner.

oProcess railcar billing and working with the rail team and railroads to trace, expedite, resolve any issues impacting customer deliveries.

oCustomer demand planning for weeks 1-3 in collaboration with Supply Planner and Sales team

oOn Call after-hours duty as required

oSubject Matter Expert for an assigned System or System Application

oResponsiveness to O2C issues facing the user community; develop and manage business process support activities.

oTesting of new functionality, Develops, implements, and updates standard operating procedures for department.

oProvide training, guidance, and support across the business and with relevant stakeholders on compliance, documentation and processes (new / changes)

QUALIFICATIONS