Lead Customer Service Operations Manager

2 weeks ago

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

Job Title: Customer Service Team Supervisor

Reports to: Chief Operating Officer

Location: Hybrid/In-Person/Remote

ABOUT ACME-HARDESTY:

With a legacy spanning over 160 years, Acme-Hardesty, a division of Jacob Stern & Sons, is dedicated to fostering an environment of respect, dignity, and humor. Our team thrives on transforming challenges into opportunities, ensuring that our employees feel valued and empowered.

Are you ready to break free from the mundane? Join Acme-Hardesty and immerse yourself in a culture that celebrates curiosity and continuous learning. Discover the difference that collaboration and innovation can make in your career.

Acme-Hardesty stands as a leading distributor of renewable palm oil derivatives, castor oil and its derivatives, glycerin, preservatives, and surfactants. We bridge the gap between suppliers across Southeast Asia, the Middle East, and South America, and our customers in North America, providing essential materials that support countless manufacturers and enhance the lives of millions.

POSITION SUMMARY:

We are seeking a Customer Service Team Supervisor to lead our vibrant customer service department. The ideal candidate will possess a strong commitment to exceptional customer service while guiding and nurturing a team of customer service account specialists.

KEY RESPONSIBILITIES:

  • Oversee a team of five customer service account specialists, including recruitment, training, coaching, performance assessments, and constructive feedback.
  • Promote and embody the culture of Acme-Hardesty.
  • Address escalated customer inquiries, complaints, and issues with professionalism and efficiency.
  • Analyze customer service metrics, such as satisfaction, retention, and loyalty, and develop strategies for enhancement.
  • Establish and revise customer service policies, procedures, and best practices, ensuring adherence to company standards.
  • Collaborate with various departments, including sales, marketing, and product development, to relay customer feedback and resolve cross-functional challenges.
  • Act as a customer service account specialist for 50% of the time, delivering friendly and efficient service to customers via phone, email, or chat.
  • Process customer orders, payments, returns, and refunds, while verifying customer information.
  • Respond to customer inquiries and provide detailed information about our products and services.
  • Identify customer needs and preferences, recommending tailored solutions.
  • Foster and maintain positive, long-term relationships with customers, ensuring their satisfaction and loyalty.

QUALIFICATIONS:

  • Bachelor's degree in business, logistics, supply chain, marketing, or a related field preferred.
  • Minimum of 8 years of experience in a customer service role, ideally within a mid-sized distribution or manufacturing environment, with leadership experience.
  • Exceptional communication, interpersonal, and presentation skills, with the ability to engage effectively with customers and team members.
  • Strong problem-solving, decision-making, and conflict-resolution abilities, with a capacity to navigate ambiguity.
  • Advanced interpersonal skills demonstrating high emotional intelligence, empathy, and compassion.
  • A customer-centric mindset with a passion for delivering outstanding service.
  • Proficient in Microsoft 365 Office, ERP systems, and CRM software.
  • Experience in process documentation and improvement.
  • Ability to implement change management initiatives within the team and organization.
  • Flexibility and adaptability in a fast-paced, evolving environment.
  • Highly organized with the ability to manage multiple tasks effectively.
  • Capability to influence others without formal authority.
  • Strong desire to identify and cultivate top talent within the customer service team.

CORE COMPETENCIES:

Leadership: Ability to guide and motivate a team towards achieving common goals.

Customer Focus: Commitment to understanding and meeting customer needs.

Attention to Detail: Skill in processing detailed information accurately.

Innovation: Capacity to generate new ideas and strategies.

Management: Proficiency in overseeing team performance and providing necessary support.

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