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Customer Service Supervisor

4 months ago

Albertville, Alabama, United States Border States Full time

Be part of a growing, successful company in an exciting and challenging field. Border States is 100% employee-owned, which means you're empowered to make decisions, find solutions and receive rewards for your hard work.

This position will be located in: Albertville , MN

Job Summary

Leads and supervises the day-to-day operations of the Customer Service in promoting sales, obtaining orders and providing service to our customers. Obtains orders, provides customers timely follow-up on technical inquiries, participates in the marketing, planning and sale of Border States' products and services, provides input to sales and marketing on customer needs regarding pricing, products, competition and procedures, resolves customer billing problems, and performs appropriate SAP functions to ensure customer service areas run efficiently and accurately.

Responsibilities

Essential Functions

  • Works closely with Border States' sales and marketing staff to meet and exceed sales and gross profit objectives.
  • Obtains orders and provides proactive customer service sales functions including, but not limited to, order entry, expediting, pricing, follow-up and other services, as required.
  • Provides customers with timely and accurate follow-up on technical inquiries or other requests.
  • Actively participates in the marketing, planning, and sale of Border States' products and services.
  • Participates in and advises management on the implementation of marketing plans and strategies and leads the implementation at the branch level.
  • Provides input to sales and marketing personnel on customer needs and concerns regarding pricing, products, competition and procedures.
  • Participates in coordinating, analyzing, and acting upon information and feedback of customer needs, pricing, products, competition, and procedures.
  • Coordinates with the Customer Financial Services staff to resolve customer-billing problems resulting from errors in pricing, shipping, delivery or other credit areas.
  • Provides input to the pricing and purchasing areas on product evaluations, code descriptions, inventory management, pricing development, and other related functions.
  • Performs the appropriate SAP functions to assure customer service areas runs as efficiently and accurately as possible.
  • Develops standard operating procedures, guidelines, or checklists for customer service area to ensure consistent, accurate and repeatable processes.
  • Leads change management in customer service area which may include training, formal communications, or other corporate initiatives.

Non-essential Functions

  • Attends sales meetings and training programs, as required.
  • Assists with sales meetings and trade shows, as needed.
  • May develop quotations and request bid or performance bonds for customers within company profit objectives and guidelines.
  • Training new hires, as required.
  • Maintains reports as required, this may include: bill blocks, delivered not invoiced material, open work cycles, credit cards without authorizations etc.
  • Trains on best practices to improve operations effectiveness.
  • Identifies and leads continuous improvement opportunities working with branch, regional or corporate stakeholders.
  • Responsible for performing the duties of the Customer Service Representative, as needed.
Qualifications
  • Minimum of a two-year business/trade degree preferred or the equivalent in work experience.
  • Prior supervisory experience with a minimum of three years of prior customer service, city desk or sales experience preferred.
  • Strong knowledge of electrical products and systems preferred.
  • Technical ability to understand electrical systems with a minimum of four-years of prior electrical distribution experience preferred.
  • Ability to read, write and speak in English preferred.
  • Prefer strong working knowledge of PC for Windows, Microsoft Office (Excel, Word, and PowerPoint), Internet, Email and SAP software.
Skills and Abilities
  • Excellent customer service skills include being competent, accurate, responsive and engaged.
  • Excellent interpersonal, written and verbal communication, reading, and customer service skills are preferred with the ability to effectively plan and organize.
Physical Requirements

Frequency at which you would carry/lift in a typical day:

Occasionally 0 - 33% Frequently34 - 66% Continuously: %

  • Lift from Waist:
    • 10 to 25 lbs. - Not at all
    • 26 to 50 lbs. - Not at all
    • 51 to 75 lbs. - Not at all
    • 75 to 100 lbs. - Not at all
    • 100+ lbs. - Not at all
  • Lift from Floor:
    • 10 to 25 lbs. - Frequently
    • 26 to 50 lbs. - Occasionally
    • 51 to 75 lbs. - Occasionally
    • 75 to 100 lbs. - Not at all
    • 100+ lbs. - Not at all
  • Carried for Distance:
    • 10 to 25 lbs. - Not at all
    • 26 to 50 lbs. - Not at all
    • 51 to 75 lbs. - Not at all
    • 75 to 100 lbs. - Not at all
    • 100+ lbs. - Not at all
Physical Activity

Frequency at which you would do the following in a typical day:

  • Sitting (a continuous period of being seated) - Continuously
  • Standing (for sustained periods of time) - Frequently
  • Walking (moving about on foot to accomplish tasks) - Frequently
  • Bending/stooping (downward and forward) - Occasionally
  • Crawling (moving about on hands and knees or hands and feet) - Not at all
  • Climbing/Walking Stairs (ascending or descending) - Frequently
  • Reaching (extending arms in any direction) - Frequently
  • Crouching/squatting (bending the body downward and forward by bending leg and spine) - Occasionally
  • Kneeling (bending legs at knee to come to rest on knee(s)) - Occasionally
  • Balancing (maintaining body equilibrium to prevent falling) - Occasionally
  • Repetitive motion (substantial movement (motions) or the wrists, hands, and/or fingers) - Continuously
  • Pivoting (movement in any direction with one foot, keeping the other in contact with the floor) - Occasionally
  • Pushing/Pulling (using upper extremities to press against or draw or tug) - Occasionally
  • Grasping (Applying pressure to an object with the fingers and palm) - Continuously
  • Fingering (picking, pinching, typing; working with primarily fingers and not whole hand) - Continuously
  • Talking (expressing or exchanging ideas by means of the spoken word) - Continuously
  • Driving (the control and operation of a motor vehicle) - Occasionally
  • Desk work (work usually performed at a desk) - Continuously
  • Use of a computer - Continuously
  • Use of a telephone - Continuously
  • Hearing (Perceiving the nature of sounds at normal speaking levels) - Continuously
  • Exposure (to adverse weather & temperature conditions) - Occasionally
  • Travel (travel needed to perform job duties) - Occasionally
Additional Information

This job description is a summary of the job duties and responsibilities and is not intended to cover all possible job duties and is subject to change at the employer's discretion. Employees must be able to perform the essential job duties and satisfy job requirements either with or without a reasonable accommodation.

Our History

Border States is a leader in the electrical supply distribution industry withover 120 locations in 31 states. Our employee-owners are second to none in delivering top-notch customer service and in demonstrating extra-ordinary people skills. We are one of the largest independent electrical distributors in the United States providing products and services to the construction, industrial and utility industries. Border States has a competitive benefit package and is a 100 percent employee-owned company. Employee-ownership is a significant part of our culture and our success stems from the dedication of our employee-owners. We practice open-book management and our employee-owners are empowered with clearly defined levels of authority to be innovative and decisive, allowing us to respond quickly to the needs of customers. Employee-owners understand their roles in the success of the company and care about customers' needs, which drives our focus on adding value to everything we do. We recognize that not all customers are the same and each has specific requirements. Our employee-owners understand these diverse needs and have the commitment, resourcefulness and flexibility to outperform all others.

Values

As a Border States employee-owner, you're responsible for living our mission, service philosophy and service standards.

Our Purpose

We believe unstoppable businesses shouldn't go it alone. We are owners - of relationships, of outcomes, of every moment these unstoppable businesses need to deliver.

Service Philosophy

We earn customer loyalty and confidence by caring about their needs and adding value to everything we do.

Service Standards

Border States employee-owners are competent, accurate, responsive, and engaged .

Your career

Join an experienced team at one of the largest electrical distributors in the United States. What are you waiting for?

Border States has a competitive benefits package which includes but is not limited to:

Health, Dental and Vision Benefits

Accident, Critical Illness, Hospital Indemnity

FSA & HSA

Employee Stock Ownership Plan (ESOP)

Disability Benefits

401(k) Retirement Plan

Life Insurance

Employee Assistance Program

Paid Holidays

Paid Volunteer Time

Personal Leave time and more

Border States provides bonuses to their employee-owners upon the achievement of branch and company goals.

Equal Opportunity For All

It's not just the law.It's something we've believed in since our founding.We value the diversity of all of our employee-owners and will always be an equal opportunity employer.

Drug Free/Smoke Free workplace



EOE AA M/F/VET/DISABILITY