Customer Service Supervisor
3 weeks ago
Job Details
Description
AFL manufactures industry-leading fiber optic cable, connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today, we manufacture thousands of products, generate an excess of $1.5B in revenue, and employ approximately 7,000 associates worldwide. At AFL, we recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers. With a commitment to professional development and growth, let us connect you to your next career opportunity.
What We Offer:
A hybrid in office schedule for qualifying employees Flexible time off policy 401K Company match (up to 4% - dollar for dollar) Professional development, training, and tuition reimbursement programs Excellent medical, dental, vision, and life insurance policy options Opportunities for career advancement with an industry leading companyJob Summary
The primary objective of the Customer Service Supervisor is to supervise and manage the activities and team members of customer service as they seek to assist customers, distributors and agents with all aspects of the sales process for products supplied by AFL into various markets. The candidate will be involved in all phases of the sales process from quotes, orders, shipments, complaints, payment issues and improvement.
Responsibilities
Supervise, coach and guide team members in various market teams. Supervise the activities of customer service representatives, ensuring the effective support of customers and the utilization of resources. Responsible for the development, evaluation and careers of direct reports. Responsible for the execution and continuous improvement of the various processes involving customer service to ensure the effective support of customers and sales agents. Foster the development of effective relationships across all business units, sales agents and customers. Includes both proactive activities and reactions to problems / issues such that customers value the service and support provided by AFL. Responsible for preparing and reviewing PowerBI operational reports to maintain overall health of customer accounts – past due, unbooked orders, credit holds, etc. Directly manage customer account(s) as required, performing customer service duties and responsibilities include customer complaint resolution Compile and maintain Pricing Blankets for Business Unit, where applicable and as needed Fosters the development of effective relationships between Manufacturing departments to support and service the customer base. Engage at all levels of the organization in a cross-functional capacity – product line managers, schedulers, applications engineers, shipping and receiving, finance, HR, outside sales Understand and comply with AFL’s business and Environmental Health & Safety Policy and ProceduresPersonal Qualities
Problem solving – effective at resolving issues; results oriented Interpersonal skills – the ability to clearly communicate and build relationships both within and outside the organization Leadership – ability to provide direction and manage associates with various backgrounds Decision making – ability review data and make appropriate decision in a timely manner Multitasker – ability to follow through on multiple tasks Detail oriented – accurate processing of tasks and transactionsQualifications
A minimum of 3 years manufacturing customer service experience preferred Introductory Supervisory Experience required; 2-3 years minimum Associate’s degree or commiserate work experience required, Bachelor’s degree preferred Proficient with MS Office suite, MS Outlook Experience with Oracle and Salesforce other enterprise management platforms a plusWorking Conditions
Normal office environment with a HYBRID remote/in-office schedule
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