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Customer Service Supervisor

2 months ago

Amory, Mississippi, United States ITT Inc. Full time
About ITT Inc.

ITT Inc. is a leading industrial manufacturer of critical, engineered components that serve fast-growing end markets in transportation, flow, energy, aerospace, and defense. Our company's differentiation is sustained through a combination of several factors: execution, the quality of our leadership, and our DNA as an engineering leader. We have a clear purpose as an organization: to provide our customers with cutting-edge solutions to help solve their most critical needs.

Our Company Overview

ITT Inc. generated 2023 revenues of $3.3 billion and is comprised of three distinct segments:

  • Motion Technologies ($1.5B revenue) is a global leader in brake pads, shock absorbers, and sealing solutions for the automotive and rail markets
  • Industrial Process ($1.1B revenue) is a global leader in centrifugal and twin-screw pumps for the chemical, energy, mining, and industrial markets
  • Connect & Control Technologies ($0.7B) is a niche player in harsh environment connectors and control components in critical applications for the aerospace, defense, and industrial markets.

ITT Inc. is headquartered in Stamford, Connecticut, with over 10,000 employees in more than 35 countries and sales in approximately 125 countries.

Job Summary

The Customer Service Supervisor directs the actions of the Amory Customer Service team to support the activities of the Sales and Operations organizations. The successful candidate will drive activities of the Customer Service team to maximize profitability and customer satisfaction. The supervisor will coordinate with the Customer Service Manager to execute programs that will continuously improve customer service levels and productivity between the sales organization, customers, distributors, and Amory Operations.

Key Responsibilities
  1. Achieves customer service objectives through supervision of customer service personnel and regular interaction with Operations and Sales departments to meet customer requirements.
  2. Work with the Customer Service Manager to establish service metrics, monitor data, evaluate results, and implement process changes.
  3. Prepare and execute action plans to implement changes.
  4. Monitor workload of Customer Service personnel and create quotes and manage orders as necessary.
  5. Optimize communications and collaboration between Customer Service, Field Sales, and Operations.
  6. Manage and organize responses to customer inquiries within the required timeframe and handle all customer complaints.
  7. Review quotes and support sales team with getting approvals, on required Project Approval forms, from valve management and reviewing margin analysis.
  8. Ensure all orders are processed on time and accurately, and where necessary, provide training, guidance, and advice to eliminate errors/mistakes.
  9. Ensure compliance with all appropriate ISO procedures and policies, and consistently ensure alignment with the Company's business objectives.
  10. Participate and support audits of our business as required.
  11. Support Product Management on product price increases.
  12. Manage pricing and distributor contracts.
  13. Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, and counseling coworkers; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Requirements

The successful candidate will have:

  • Previous Customer Service experience with emphasis on resource planning, department action planning, and methods of review.
  • A proactive leadership role in identifying emerging needs with respect to process improvements; successfully work with & facilitate customer service needs with other departments across the organization for effective implementations.
  • Work with Sales on the negotiation and implementation of pricing contracts, alliance procedures, major proposals, etc., wherever applicable.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

Bachelor's degree (B. A./B.S.) from four-year college or university and minimum of 6 - 8 years related experience, three of which must be in a supervisory capacity.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

Mathematical Skills

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computing Skills

Ability to effectively utilize word processing software and spreadsheets and to navigate and use other custom applications software in a MS Windows environment. Knowledge of SAP is desirable.

Certificates, Licenses, Registrations

N/A

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Some travel may be required from time to time.

Safety is a core value at ITT Inc. Our employees understand and follow all ITT safety policies and procedures, participate in workplace inspections, safety training, and in the development of job safety analyses.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

ITT Corporation is an Equal Opportunity/Affirmative Action employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other characteristic protected by law.

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Equal Pay Act Statement

We aim to pay our 'ITT'ers' fairly and competitively in the locations that they live and work. Pay-for-performance is a principle that we believe in, and employees are rewarded based not only on 'what' they accomplish, but also on 'how' they reflect ITT's values. ITT offers a competitive salary and robust total rewards package, such as health insurance, 401(k), short and long-term disability, paid time off, growth and developmental opportunities, and other incentive compensation programs. Specific benefits are dependent upon whether or not the position is part of a collective-bargaining agreement. The salary offered to a candidate is based several factors such as candidate experience and qualifications, location, as well as market and business considerations.

Equal Pay Act Range

Annual salary range between $72,000.00 to $108,000.00 includes benefits and potential bonus.