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Customer Service Supervisor

2 months ago

Houston, United States DAIKIN COMFORT TECHNOLOGIES DIST INC Full time
Job DescriptionJob Description

Daikin Comfort Technologies Manufacturing, L.P., is seeking a professional, skilled individual for our Customer Service Supervisor position at our Houston, TX location. The Customer Services Supervisor serves as a hand on leader of a team of Customer Service Representative. This position is an integral member of the Logistics department and drives customer satisfaction. Serve as the face of the organization in dealing Daikin’s premium customers. Balance customer needs with those of the corporation to find the right balance to meet company goals and customer satisfaction. Conduct yourself in an ethical manner and with the highest level of professionalism. Provides direction to employees, orients, trains, assigns and performance management.

Why work with us?

> Benefits are effective on day one for all full-time direct hires

> Training programs are available to help guide team members and develop new skills

> Growth Opportunities - there are immense opportunities to grow your career

> You will be part of a Global Company - our family brands are backed by Daikin Industries, Ltd.

May include :

  • Direct supervision of a team of CSRs
  • Daily interaction with rep customer as well as the sales team
  • Represent Goodman and serve as the point of contact to all customers
  • Responsible to drive the right behaviors within their team
  • Establish, track, and meet annual goals and metrics
  • Fill Rate
  • Inventory Turns
  • Cube Maximization (trucks)
  • Phone (answer rate)
  • Quick resolution and follow-up of customer issues and inquiries
  • Train all new employees
  • Daily interaction with internal departments (relationship building)
  • Daily building of trucks and containers and the quantity we ship each day
  • Responsible for ensuring that our commercial relationships and transactions are consistent with the export control and sanctions laws of the United States.
  • Maintain export records according to the Export Administration Regulations to keep track of documentation and other information crucial to a successful export Shipment
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Maintains financial accounts by processing customer adjustments and RMA’s. .
  • Coordinate and assist team with daily workload and ensures completion in absence of any team member.
  • Assist other Managers in overflow of day-to-day job functions.
  • Maintain an organized system of tracking and prioritizing orders and inventory to ensure total and prompt fulfillment
  • Manage, identify, research and resolve customer equipment and/or service parts shipping disputes.
  • Assist and follow-up on customer inquiries not immediately resolved.
  • Recommend process improvements and technological automation of the order entry and fulfilment process
  • Performs other related job duties as needed.

Knowledge & Skills:

  • HVAC product knowledge
  • Excellent customer service and relationship management skills
  • Proficient in Microsoft Office – Outlook, Word, Excel, PowerPoint and Microsoft SQL Server
  • Excellent leadership skills; able to envision, develop, direct, manage, delegate responsibility and authority and motivate an organization
  • Effective verbal and written communication skills and ability to collaborate effectively with others
  • Demonstrated analytical, quantitative and creative problem solving skills
  • Ability to analyze data to identify key business indicators and trends that drive results.
  • Excellent judgement making skills and ability to apply strong work ethics and integrity on the job
  • Results orientated, dedication to excellence and sense of urgency to achieve business objectives.

Experience:

  • 5+ years of general experience
  • 2+ years of direct management experience.

Education:

  • High School Diploma or GED required
  • College degree strongly preferred

Physical Requirements/Work Environment:

  • Must be able to perform essential responsibilities with or without reasonable accommodations. High volume manufacturing environment with forklift traffic. May have higher noise volume in areas – hearing protection required.

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

Goodman provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.