Customer Service Supervisor

Job Title: Customer Service Supervisor
Location: Summerville, SC
Duration: Full time/Direct Hire
Salary: $65,000-75,000 DOE
Industry: Industrial lift trucks manufacturing
Non-hybrid schedule // Must work On-site
Possible travel up to 10%

The Customer Service Supervisor is responsible for leading the Customer Service Team in providing proactive solutions, research/resolution, and root cause analysis for all customer related inquiries.
Acting as the voice of the customer, the Customer Service Team enhances the customer experience by leveraging internal and external resources in support of the Customer.
The ideal candidate must have exceptional people skills, and an aptitude for mechanically related topics
Essential Duties and Responsibilities:
• Leads the Customer Service Team to promptly and professionally resolve customer inquiries via Salesforce CRM, email, phone, and other communication channels
• Provides insight to customers in reference to orders, pricing, quotes, ship dates, service, general technical support, and other customer inquiries
• Acts as a liaison between customers, field sales staff and the Aftermarket operations team
• Directs and/or routes customers to the appropriate internal resource(s) as needed
• Maintains adequate records of customer inquiries, returns complaints, and errors within Salesforce to ensure proper follow-up can be conducted and measured
• Represents the core ideals and values of our company within all customer interactions
• Applies intellect, creativity, adaptability, judgment, and management skills to achieve required results
• Ensures duties and company projects are accomplished in an efficient and cost-effective manner
• Supports peers and management with internal and external projects
• Maintains accurate records concerning price changes and updates
• Creates and adds new items in the SAP system when needed
• Maintains cross references when needed or released
• Reviews all parts claims prior to approval for credit
• Always ensures proper coverage in the department
• Other duties as assigned
Qualifications:
• Bachelor’s degree is preferred, minimum of 3 years’ experience
• Experience leading a Customer Service Team
• Self-directed/motivated
• Proficient in SAP, Salesforce, and the Microsoft Office Suite
• Ability to maintain a high level of accuracy in preparing and entering information
• Validated skills in managing multiple concurrent issues, prioritizing workloads, critical thinking, and problem solving

“We are an equal opportunity employer that recognizes the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, or any other criteria protected by governing law.