Supv, Customer Service

HWI has a fantastic opportunity to join our Customer Service team as a Supervisor, Customer Service. 

Summary

The Supervisor, Customer Service is focused on customer relationships and making HarbisonWalker International the first and only call; driving customer satisfaction and loyalty by developing, coaching and managing the performance of their team.  This position will serve customers by managing relationships, actively communicating with customers, addressing customer requests, managing their team’s performance, coaching for success and proactively anticipating customers’ needs.

Responsibilities

Managing customer relationships to ensure HarbisonWalker International is the first and only call to customers globally

Maintaining a total service function for specific customer accounts; handling special and/or complex quotations

Collaborating with Sales Representatives, Marketing and other internal HarbisonWalker International departments to solve issues

Designing, implementing and maintaining a Customer Care Representative training program; designing, implementing and maintaining a rapid response quotation process

Requirements

Bachelor’s Degree in Business Administration, Supply Chain, Procurement, Logistics or related field

Knowledgeable with export and international trade and available resources

Requires computer operation skills including, proficiency in Microsoft Office Suite and Oracle ERP

Requires strong strategic thinking and business problem solving skills

Exceptional customer service, interpersonal, communication and problem-solving skills and the ability to work effectively in a team environment

Requires excellent organization skills with accurate and precise attention to detail

Ability to multitask, prioritize and work independently

Ability to handle stressful situations in a professional manner

The Supervisor, Customer Servicer requires six plus (6+) years of experience leading people in an industrial customer care setting.

Physical and Environmental Requirements

Physical Activity: Requires 1/3 to 2/3 of the time sitting and less than 1/3 of the time standing, walking, using hands and fingers, reaching, and speaking/hearing.

Lifting:  Requires lifting up to 25 pounds less than 1/3 of time.

Vision:  Requires accurate close and distance vision.

Environment:  Requires more than 2/3 of the time working in an office setting with very limited exposure.

Noise:  Requires exposure to moderate noise