Supervisor, Customer Service

At ITT, we have a clear purpose as an organization – to provide our customers with cutting-edge solutions to help solve their most critical needs across key global end markets. Our continuous improvement mindset drives our commitment to evolving our capabilities as a multi-industrial technology, manufacturing and engineering leader. With a strong global footprint of more than 100 facilities, we are well positioned to solve critical challenges for our customers around the world. Our locations include manufacturing facilities and global service capabilities in 35 countries. Through these worldwide operations and building on our heritage of innovation, our approximately ~11,000 team members partner with our customers to deliver enduring solutions that make a lasting difference and help the world move forward. ITT is headquartered in Stamford, CT, with sales in approximately 125 countries. The company generated 2024 revenues of $3.6 billion.

• Motion Technologies: (Revenue of $1.4B; headcount of ~ 4,000; operates in 13 countries) manufactures brake components and specialized sealing solutions, shock absorbers and damping technologies primarily for the global automotive, truck and trailer, public bus and rail transportation markets.
• Industrial Process: (Revenue of $1.4B; headcount of ~3,400; operates in 30 countries) manufactures engineered fluid process equipment serving a diversified mix of customers in global industries such as chemical, energy, mining, and other industrial process markets and is a provider of plant optimization and efficiency solutions and aftermarket services and parts.
• Connect and Control Technologies: (Revenue of $0.8B; headcount of ~ 3,800; operates in 10 countries) manufactures harsh-environment connector solutions, critical energy absorption, flow control components, and composite materials for the aerospace and defense, general industrial, medical, and energy markets.

Position Summary
The Customer Service Supervisor position is responsible for providing quality and efficient service to customers (internal and external) through the daily management of a team of employees to include coaching, training and problem solving. This position is also responsible for determining the best method to resolve problems to ensure customer satisfaction and adherence to organization policies. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of training.

Essential Responsibilities

• Manages the Irvine's Customer Service Representatives
• Responsible for hiring, training and the optimal deployment of the team
• Shares continual responsibility for how to manage employees ensuring inquires and escalations are handled efficiently and effectively
• Leads by example creating a high-quality work environment so team members are motivated to perform at their highest level
• Use appropriate judgment in upward communication regarding departmental or employee concerns.
• Monitors and ensures achievement of departmental KPIs
• Partners with sales team and manufacturer representatives on leads, customer opportunities, and POS and demand analysis
• Collaborates with our distributor partners and customers to exceed service expectations and earn preferred supplier status
• Manages daily order processing and interaction with customers
• Performs customer inventory analysis to drive new stocking orders, replenishment orders, and scrap allowance
• Provides price quotes to customers per delegation of authority
• Provides customer support for product, pricing and order status
• Presents/attends customer webinars, trainings and meetings as required
• Works with customers to solve product returns, shipping inquiries and order status questions
• Provides continual evaluation of process and procedures, driving continuous improvement and customer centricity
• Assists Customer Service Manager with daily operations as required
• Subject matter expert on Customer Service systems, policies, and procedures in the order to cash value stream
• Determines the best method to resolve problems and ensure customer satisfaction while adhering to organization policies
• Drives continuous improvement approach to processes and procedures, suggesting new methods to improve area operations, efficiency, and service to both internal and external customers
• Provides direction to manufacturer's representative inside sales team to improve communications, drive best practices and ensure efficiency and compliance
• Other tasks assigned by the customer service administration.

Supervisory Responsibilities

• Provides leadership, communication, and coaching to employees while cultivating a high-performance culture of motivated employees, environment of trust, customer service, teamwork, accountability, self-confidence, and business ownership.
• Conduct the Performance Management Process with direct reports for effectiveness, timeliness, and expected outcomes in focusing, aligning, and engaging employees in the pursuit of the overall business strategies and goals.

• Support the acquisition and management of talent by

• Interviewing, hiring, and training employees;

• Planning, assigning, and directing work;
• Appraising performance; and

• Addressing employee complaints and resolving issues.

• Promote adherence to the company's Code of Conduct and Policies (including safety protocols).

Position Requirements

• Bachelor's degree or equivalent
• 1-3 years of management experience
• 5 years' customer service experience in a manufacturing environment or equivalent
• Prior customer service leadership with demonstrated experience leading and implementing change
• Strong SAP knowledge and experience
• Experience in customer master governance and maintenance
• Proficiency in Microsoft Excel, PowerPoint and Word
• Excellent customer service, problem solving and negotiation skills
• Ability to lead and problem solve in unstructured environments
• Strong oral and written communication skills
• Travel periodically, up to 10%.

Location:
preferred location is Irvine, California or surrounding area

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 is from $93,800.00 to $140,000.00, plus benefits & incentive plan.