Customer Service Supervisor

The Assistant Customer Service Manager will be an experienced detail-oriented leader, who possess a positive business approach, proven communication & training skills, and enjoys working at a fast pace.

Position Responsibilities

  • Respond to incoming customer calls, emails and other messages in a timely and organized manner. Keeping in mind the goals are to increase customer service satisfaction, loyalty and retention.
  • Assist the department manager in training team members in superior Customer Service to ensure customers are engaged and company policies are followed
  • Input orders into Microsoft Navision system in a timely manner. (Average of 75 daily)
  • Develop in-depth knowledge of our pricing structures and product lines. Must have a willingness to educate customers and teammates on the best abrasive solution for a variety of applications
  • Provide accurate direction and support to team leaders to help meet organization target's and performance goals.
  • Using proven business techniques help the department manager identify lapses and loopholes in the customer service department and create better strategies/processes.
  • Using experience of building strong healthy relationships with customers, convince them of the benefits of doing business with CGW and create an open and accessible communication avenue for free-flowing information.
  • Assist the department manager with the implementation of department & company rules and regulations so that productivity and performance excel
  • Take ownership of customer issues and handle customer inquiries from beginning to resolution. Ability to manage issues by researching and resolving the matter in a timely manner.
  • Assist in the analysis and compilation of department reporting.
  • Research and resolve billing issues; create customer return authorizations (RGA) and credits.

Minimum Requirements

  • Customer service orientated mindset is a must (includes thinking outside the box when necessary).
  • 7+ years of customer service or inside sales experience - Industrial or B2B market a plus.
  • Must have experience with order entry and reporting. Experience with various ERP software is a plus.
  • Must be able to thrive in a multi-task environment.
  • Must have a life-long learner mindset. Must be willing to learn our product lines and computer system from Day 1.
  • Microsoft suite proficiency with an emphasis on Excel.
  • Professional communication skills with an emphasis on customer relations.
  • Experience working on collaborative projects is preferred.
  • Proven time management and multitasking skills.
  • Experience managing people is a must. Experience managing a diverse group of people with varying levels of experience a plus.
  • Strong conflict resolution and team building skills.
Full time
Salary Range
$28,000.00 - 42,000.00
per Year
Salary range estimated by
Niles, IL 60714, US
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