Job Title:  Customer Support Supervisor

The Customer Support Supervisor will manage high priority new and existing customer accounts, handles all aspects of the specific site’s customer service department, expedites orders, and provides follow up support to field representatives. First point of contact for customer escalations. Complete reports and present customer order forecasting information. Works with employees and upper management to assist the department in reaching goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Motivate, empower, and inspire a unified team.
• Monitor personnel to guide and evaluate performance, and to assist in responding the customer inquiries and complaints.
• Provide leadership, guidance, and administrative support for all customer service activities including, but not limited to: order entry and follow-up, billing, scheduling, and development and maintenance of reports and statistical information.
• Establish and maintain good relations with HKP customers (internal and external) such as operations, engineering, sales, manufacturer’s sales representatives, accounting, and administration through various correspondence involved in processing customer inquiries and orders.
• Investigate and resolve customer issues and complaints.
• Assists customers and salespeople with all aspects of order processing from order entry to shipping.
• Act as a liaison between customers and internal departments including engineering, production, and quality control.
• Manage key customer accounts
• Administer and review accuracy of purchase orders for data entry.
• Review and process blanket orders and long term agreements.
• First point of contact for customer delivery escalations
• Coordinate and process special instructions and requests from customers or field representatives.
• Prepare and provide quote requests.
• Maintain efficient awareness of production status for expediting and order follow up.
• Utilize a contact management system to file and process specific customer information.
• Interface with accounting department to assist with credit issues with customer accounts, credit card payments, and proforma invoice payments.
• Maintains sales documents & forms.
• Creates rolling bookings and forecasting reports.
• Attend customer meetings, as needed.
• Identify and implement opportunities for process improvement.
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES:

Observe and evaluate performances; organize and approve vacation schedules and requests; issues instructions and assigns duties to workers; hires and discharges workers; communicates with other departments and management to resolve problems; recruit, select, train, schedule, reward, and discipline employees; assist workers to resolve problems and complete work.

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES:

• Associates degree required; bachelor’s degree preferred.
• 5+ years’ relevant experience required; 1-3 years in a leadership role required.
• Strong ERP systems knowledge, such as Oracle, Navision, and SAP
• Proficiency with Microsoft Office (Word, Excel, PowerPoint etc…), Outlook, and other applicable software required.
• Skilled in reviewing customer purchase orders terms and conditions
• Excellent interpersonal skills with a demonstrated focus on service required.
• Strong collaboration skills required

ADDITIONAL CHARACTERISTICS:

• Must be able to travel domestically and internationally <5%