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Customer Service Team Supervisor

2 months ago

Blue Bell, Pennsylvania, United States Acme-Hardesty Full time

Job Title: Customer Service Team Supervisor

Reports to: Chief Operating Officer

Location: Hybrid/In-Person/Remote

ABOUT OUR ORGANIZATION:

With a legacy spanning over 160 years, Jacob Stern & Sons / Acme-Hardesty is dedicated to leading with empathy, humility, and a touch of humor. Our team members are adept at providing solutions where challenges arise, creating a unique environment that values respect and dignity over conventional norms.

Have you ever considered the benefits of working in a setting that rewards curiosity and innovation? If so, it might be time to explore opportunities with Acme-Hardesty. Join us in fostering a culture of continuous learning and collaborative engagement.

Acme-Hardesty Co., a division of Jacob Stern & Sons, Inc., operates from Blue Bell, Pennsylvania, and has established itself as a prominent distributor of renewable palm oil derivatives, castor oil and its derivatives, glycerin, preservatives, and surfactants. Our role is pivotal in connecting suppliers from Southeast Asia, the Middle East, and South America with clients across North America, supplying essential materials that empower countless manufacturers and enhance the lives of millions.

POSITION SUMMARY:

We are seeking a Customer Service Team Supervisor to lead our vibrant and fast-paced customer service division. The successful candidate will possess a strong commitment to providing outstanding service to our clients while guiding and nurturing a team of customer service account specialists.

KEY RESPONSIBILITIES:

  • Overseeing a team of five customer service account specialists, including recruitment, training, coaching, performance assessments, and constructive feedback.
  • Promoting and embodying the Acme-Hardesty culture.
  • Addressing escalated customer inquiries, complaints, and issues with professionalism and efficiency.
  • Monitoring and evaluating customer service metrics, such as satisfaction, retention, and loyalty, and devising strategies for enhancement.
  • Developing and revising customer service policies, procedures, and best practices, ensuring adherence to company standards and regulations.
  • Collaborating with various departments, including sales, marketing, and product development, to relay customer feedback and resolve cross-functional challenges.
  • Functioning as a customer service account specialist for 50% of the time, delivering friendly, efficient service to our clients via phone, email, or chat.
  • Processing customer orders, payments, returns, and refunds, while verifying customer information and eligibility.
  • Responding to customer inquiries and providing comprehensive information about our products, services, features, and benefits.
  • Identifying customer needs and preferences, recommending solutions that align with their expectations and objectives.
  • Fostering and maintaining positive, long-term relationships with customers to ensure their satisfaction and loyalty.

QUALIFICATIONS AND SKILLS:

  • Bachelor's degree in business, logistics, supply chain, marketing, or a related field preferred.
  • At least 8 years of experience in a customer service role, ideally within a mid-sized distribution or manufacturing environment, with leadership experience preferred.
  • Exceptional communication, interpersonal, and presentation skills, with the ability to engage effectively with customers, team members, and stakeholders.
  • Strong problem-solving, decision-making, and conflict-resolution abilities, capable of navigating ambiguity and uncertainty.
  • Advanced interpersonal skills demonstrating high emotional intelligence, empathy, and compassion.
  • A customer-centric mindset with a passion for delivering exceptional service.
  • Proficient in Microsoft 365 Office, enterprise resource planning (ERP) systems, and customer relationship management (CRM) software.
  • Experience in process documentation and improvement.
  • Ability to implement change management initiatives within the team and organization.
  • Flexibility, adaptability, and a willingness to learn and grow in a dynamic environment.
  • Highly organized with the capability to manage multiple tasks effectively.
  • Ability to influence others even without formal authority.
  • Strong desire to identify and cultivate top talent within our customer service team.

CORE COMPETENCIES:

Leadership:

The ability to guide and motivate a group towards achieving common goals while fostering teamwork.

Customer Focus:

The commitment to understanding and addressing customer needs and preferences while balancing organizational objectives.

Detail Orientation:

The capability to manage detailed information accurately and consistently.

Innovation:

The ability to generate new ideas and strategies for products, services, and market opportunities.

Management:

The skill to oversee and enhance employee performance by setting clear targets and providing necessary resources and support.