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Customer Service Team Leader
3 months ago
POSITION OVERVIEW
Reporting to the Customer Service Manager for North America, the Customer Service Supervisor will develop and sustain a premier customer service team dedicated to delivering exceptional service to Graymont's clientele. This role involves overseeing a group of customer service representatives located across various regions in North America, ensuring the smooth and effective processing of customer orders, coordination of deliveries, and resolution of customer inquiries, complaints, and requests. The Customer Service Supervisor will be recognized as the primary resource for Customer Facing Customer Service Representatives (CSRs). The individual in this position will be responsible for leading, developing, and inspiring a designated team of CSRs to consistently achieve industry-leading customer service standards. Additionally, the Customer Service Supervisor will provide transactional customer support as necessary.
Flexibility, availability, and the capacity to prioritize effectively are crucial for success in this role. The ideal candidate thrives in a dynamic work environment characterized by frequent changes. A positive demeanor and strong interpersonal skills focused on customer service are essential.
KEY RESPONSIBILITIES:
Oversee, mentor, and develop Customer Facing CSRs to enhance their skills and empower them to make informed decisions. Maintain visibility with Customer Facing CSRs through regular in-person meetings, fostering open communication and collaboration on issues, potential solutions, and continuous improvement initiatives with all stakeholders, including Sales and Operations. Establish and monitor key performance indicators to assess customer service performance, providing monthly reports on service highlights.oBuild the team's capacity to ensure they consistently deliver high-quality, accurate, and reliable service in accordance with established KPIs and processes.
Assist the Customer Service Manager in implementing standards and processes for Customer Facing CSRs.oCoordinate team operations and resources while identifying, developing, and executing activities aimed at enhancing operational performance.
oMonitor workload and performance; proactively address the learning and development needs of team members and recommend appropriate development activities.
oIdentify opportunities for process automation and continuous improvement. Support the integration of new systems and subsequent reporting modifications.
oPromote and utilize One Graymont tools and processes, including but not limited to Sales and Operations Planning (S&OP) and Quality Management System (QMS), Transwide, and Salesforce.
oAssist and guide Customer Facing CSRs in adjusting customer demand forecasts (1-3 weeks) to ensure accurate and timely representation in the S&OP process.
·Provide and coordinate backup customer service duties for assigned locations as necessary, facilitating training and cross-functional duties within the department/region, including:
oReceive, process, and confirm customer orders, coordinating with various carriers to arrange timely delivery of confirmed orders.
oEnsure manual bills of lading for terminals or plants are processed accurately and promptly.
oManage railcar billing and collaborate with the rail team and railroads to trace, expedite, and resolve any issues affecting customer deliveries.
oCollaborate on customer demand planning for weeks 1-3 with the Supply Planner and Sales team.
oBe available for on-call after-hours duties as required.
·Identify and respond promptly to customer needs, going above and beyond to resolve escalated issues while providing outstanding service and adhering to Graymont's core values. Exceptional communication and interpersonal skills are essential for addressing complex issues, keeping the customer at the forefront of all actions.
·Collaborate cross-functionally with internal departments (Invoicing CSRs, Account Managers, Regional Sales VPs, Quality Assurance, Logistics) to ensure customer inquiries and issues are resolved efficiently.
·To maintain and enhance process and system efficiency, the Customer Service Supervisor, in conjunction with the Customer Service Manager, plays a critical role in the following Order to Cash activities:
oServe as a Subject Matter Expert for an assigned System or System Application.
oAddress O2C issues faced by the user community; develop and manage business process support activities.
oTest new functionalities, develop, implement, and update standard operating procedures for the department.
oProvide training, guidance, and support across the business and with relevant stakeholders on compliance, documentation, and processes (new/changes).
REQUIRED QUALIFICATIONS
·5-7 years of experience in Customer Service, Inside Sales, and Transportation.
·Demonstrated ability in team building, people development, mentoring, and leadership.
·Strong verbal and written communication and time management skills are essential.
·Dedicated to service excellence with a focus on customer needs.
·High level of expertise in JDE Order Management, Transportation, and other business process tools such as Cognos, MS Office, and Graymont Customer Portal.
·Willingness to learn additional software packages as required.
·Detail-oriented, confident, tactful, and supportive.
·Ability to manage a high workload with minimal direction or supervision, despite frequent interruptions.
·Excellent verbal and written communication and time management skills are required.
·Availability to travel up to 20% of the time.
·Bilingual/French proficiency is required.
