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Customer Service Supervisor

Job Description



This position is responsible for the management of the Kollmorgen Industrial Automation Customer Service team in North America. The job entails ensuring the quality of customer support provided by Kollmorgen, the timeliness and accuracy of order entry, and directly address customer issues as an escalation path. The manager will also facilitate adequate training and coaching to enable the team to maintain service standards and provide continuous improvements to PD & KPI goals. This role will be joining the Kollmorgen team in Radford, VA. Kollmorgen is an Altra (AIMC) company.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Along with those identified below, other duties may be assigned.
  • Act in a leadership role in given team providing training and coaching to Sales Administrators in tools, communication skills, and other areas of need as identified.
  • Develop competency in ERP systems within team.
  • Develop, document, implement and audit to standard work requirements within team.
  • Identify performance issues and provide feedback when appropriate.
  • Provide escalation support to team members to resolve customer issues.
  • Functions as primary contact for corporate issues for designated accounts.
  • Interface with Operations to meet customer expectations.
  • Work with team to create G’s and O’s and provide quarterly feedback on progress.
  • Maintain and report monthly KPI’s


The Customer Service Supervisor will also function as a sales administrator as outlined, including the following:
  • Provide quotations on standard and non-standard products utilizing tools or procedures. Escalate to Sales Engineers where appropriate.
  • Review, validate and approve customer requests for credits/debits.
  • Receive incoming calls with the goal of immediate resolution or re-direct call to appropriate associate to support service standards of 90%+ accessibility and first call resolution. Return all calls where appropriate to support stated service standard.
  • Issue RMA’s (Return Material Authorizations), interpret and quote repair policies and procedures. Follow-up and obtain approvals where needed. Process paperwork in a timely fashion.
  • Maintain customer records in accordance with Kollmorgen policy to include orders, phone logs, credits and other customer facing documents.
  • Liaison with FSE’s to support sales and distribution.



QUALIFICATIONS:
  • Ability to lead by example, setting high standards for effective communications both internally and externally.
  • Ability to identify performance-based issues with individuals and provides input to corrective actions.
  • Ability to consistently meet and exceed defined customer service standards.
  • Advanced computer skills including Microsoft Office Products (Excel, Word, Power Point & Outlook) and Oracle.
  • Ability to recognize process improvement opportunities and drive to implementation.
  • Ability to communicate with all levels of management to effectively resolves customer issues.
  • Demonstrated ability to learn quickly with a willingness to obtain functional knowledge and understanding of company products, policies and procedures.
  • Excellent oral & written communication skills.
  • Superior telephone etiquette.
  • Ability to understand and respond to customers in a dynamic, fast-paced environment.
  • Demonstrated ability to work independently and in a team environment to improve the service levels to customers.
  • Strong organizational and problem-solving skills.
  • Ability to work well in stressful situations and to remain calm and positive in adverse situations.
  • Ability to manage multiple tasks with frequent interruptions.
  • Ability to deliver satisfactory solutions to the customer while operating within policies and procedures.


EDUCATION and/or EXPERIENCE
  • Bachelor’s degree from four-year college or university preferred.
  • Minimum 7 years of work experience, and experience managing a team. Exposure to commercial or operations functions preferred.
  • Familiarity with Oracle and Salesforce.com a plus.


EEO Statement: The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process will have the opportunity to request accommodation during the application process.


The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process will have the opportunity to request accommodation during the application process.

Job Requirements

 

Job Snapshot

Location US-VA-Radford
Employment Type Full-Time
Pay Type Hour
Pay Rate N/A
Store Type Other
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Company Overview

Altra Industrial Motion Corp.

Altra is a premier global designer and producer of a wide range of motion control and power transmission solutions. With engineered components and systems that provide the essential control of equipment speed, torque, positioning, and other functions, Altra products can be used in nearly any machine, process or application involving motion. From precision motors embedded in medical robots to heavy duty brakes used in rugged mining applications, Altra has been solving complex customer challenges around the world for decades. Our products are marketed under a variety of well recognized and established brands, including: Ameridrives, Bauer Gear Motor, Bibby Turboflex, Boston Gear, Delroyd Worm Gear, Formsprag Clutch, Guardian Couplings, Huco, Industrial Clutch, Inertia Dynamics, Jacobs Vehicle Systems, Kilian, Kollmorgen, Lamiflex Couplings, Marland Clutch, Matrix, Nuttall Gear, Portescap, Stieber, Stromag, Svendborg Brakes, Thomson, TB Wood's, Twiflex, Warner Electric, Warner Linear. Learn More

Contact Information

US-VA-Radford
Altra Industrial Motion Corp.
000-000-0000
Snapshot
Altra Industrial Motion Corp.
Company:
US-VA-Radford
Location:
Full-Time
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
Other
Store Type:

Job Description



This position is responsible for the management of the Kollmorgen Industrial Automation Customer Service team in North America. The job entails ensuring the quality of customer support provided by Kollmorgen, the timeliness and accuracy of order entry, and directly address customer issues as an escalation path. The manager will also facilitate adequate training and coaching to enable the team to maintain service standards and provide continuous improvements to PD & KPI goals. This role will be joining the Kollmorgen team in Radford, VA. Kollmorgen is an Altra (AIMC) company.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Along with those identified below, other duties may be assigned.
  • Act in a leadership role in given team providing training and coaching to Sales Administrators in tools, communication skills, and other areas of need as identified.
  • Develop competency in ERP systems within team.
  • Develop, document, implement and audit to standard work requirements within team.
  • Identify performance issues and provide feedback when appropriate.
  • Provide escalation support to team members to resolve customer issues.
  • Functions as primary contact for corporate issues for designated accounts.
  • Interface with Operations to meet customer expectations.
  • Work with team to create G’s and O’s and provide quarterly feedback on progress.
  • Maintain and report monthly KPI’s


The Customer Service Supervisor will also function as a sales administrator as outlined, including the following:
  • Provide quotations on standard and non-standard products utilizing tools or procedures. Escalate to Sales Engineers where appropriate.
  • Review, validate and approve customer requests for credits/debits.
  • Receive incoming calls with the goal of immediate resolution or re-direct call to appropriate associate to support service standards of 90%+ accessibility and first call resolution. Return all calls where appropriate to support stated service standard.
  • Issue RMA’s (Return Material Authorizations), interpret and quote repair policies and procedures. Follow-up and obtain approvals where needed. Process paperwork in a timely fashion.
  • Maintain customer records in accordance with Kollmorgen policy to include orders, phone logs, credits and other customer facing documents.
  • Liaison with FSE’s to support sales and distribution.



QUALIFICATIONS:
  • Ability to lead by example, setting high standards for effective communications both internally and externally.
  • Ability to identify performance-based issues with individuals and provides input to corrective actions.
  • Ability to consistently meet and exceed defined customer service standards.
  • Advanced computer skills including Microsoft Office Products (Excel, Word, Power Point & Outlook) and Oracle.
  • Ability to recognize process improvement opportunities and drive to implementation.
  • Ability to communicate with all levels of management to effectively resolves customer issues.
  • Demonstrated ability to learn quickly with a willingness to obtain functional knowledge and understanding of company products, policies and procedures.
  • Excellent oral & written communication skills.
  • Superior telephone etiquette.
  • Ability to understand and respond to customers in a dynamic, fast-paced environment.
  • Demonstrated ability to work independently and in a team environment to improve the service levels to customers.
  • Strong organizational and problem-solving skills.
  • Ability to work well in stressful situations and to remain calm and positive in adverse situations.
  • Ability to manage multiple tasks with frequent interruptions.
  • Ability to deliver satisfactory solutions to the customer while operating within policies and procedures.


EDUCATION and/or EXPERIENCE
  • Bachelor’s degree from four-year college or university preferred.
  • Minimum 7 years of work experience, and experience managing a team. Exposure to commercial or operations functions preferred.
  • Familiarity with Oracle and Salesforce.com a plus.


EEO Statement: The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process will have the opportunity to request accommodation during the application process.


The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process will have the opportunity to request accommodation during the application process.

Job Requirements

 
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