Customer Service Supervisor in Auburn

DUTIES AND RESPONSIBILITIES: Responsible for overseeing daily transactions of the CSR’s by providing guidance on pricing, delivery dates, product specifications and company policies/procedures. Maintaining appropriate workflow within department to meet or exceed activity objectives Directly involved in hiring of new CSR’s Make sure all CSR’s are trained appropriately and are competent to perform all duties within their area by utilizing service metrics Constantly reviewing and getting input from staff on ways to improve processes Oversee the process of staff properly applying warrantees and scrap credits Recommend alternative products based on cost, availability, or specifications Ability to resolve issues/questions that occur during the day in a timely manner Maintains customer records, notes & data Interacts with others in department via Chat Room Processes Requests for Credit (RFC) in timely manner Monitor scheduled shipping dates to ensure timely delivery and expedite as needed Communicate to the purchasing department unexpected increases or decreases in demand for products Identify trends in customer satisfaction or dissatisfaction Manage time effectively, meet personal goals, and work effectively with members of the sales fulfillment team Back-up for Accounts Coordinator Ability to perform CSP duties if necessary Performs other related duties as assigned by management. Ensures all customer calls/emails are processed in a timely manner and are entered to achieve service level objectives. Provides support for any transactions that require escalation to process. This position directly supervises 5 employees within the Customer Service Department REQUIREMENTS Commitment to providing exceptional customer service Five years of experience in direct interaction with sales force and customers Excellent written and verbal communication and presentation skills Strong people skills Strong time management skills Ability to multi-task 10% travel required Computer skills required: NetSuite software, Microsoft Office, Nextiva automated phone system Pre-Employment physical and drug screen required What Tri State Battery Offers You A competitive 401K Match (Currently 50% up to 6% of compensation) Health Insurance, Dental, Flexible Spending Account Eligible to participate in scrap incentive program Life Insurance, 100% Employer paid Paid Holidays, Vacation and Sick Time Training – We invest in developing your skills and growth