Customer Service Supervisor - Grand Rapids
A Supervisor will have responsibility for the day-to-day management for all or part of an account. They will ensure integrity and sustainability of the process through excellent data management within SAP, process monitoring and training practices.
Supervisors will continuously align the process with the Americas Operations, Sales, and the National Division groups as they manage the overall order fulfillment and inventory management processes to exceed customer expectations and align with GPI business, financial and operational objectives.
- Assist the Customer Service Manager in the screening and interviewing of customer advocates
- Train and develop the local customer advocates, including but not limited to,
- Providing new hire orientation training for all potential customer advocates
- Providing feedback on and tracking the performance of customer-related tasks by the customer advocates
- Evaluating and appraising the customer advocates performance
- Providing specific training on the use of Microsoft Office, SAP, and inventory management techniques; and
- Providing coaching and training on relationship management skills and communication behaviors
- Monitor and manage the work schedules of the local customer advocates
- Respond to and manage customer concerns and complaints
- Ensure compliance with all Company policies, procedures and processes
- Achieve all goals associated with cash flow for GPI
- Goals include Accounts receivables and working capital management
- Develop strong relationships with the customer base of the local team through involvement in projects and meetings with customers and Sales or Operations
- Hybrid role - General schedule M-F, reporting in-office 1 day (Wednesdays) per week; working remotely 4 days per week.
- Other duties as assigned
Required Skills:
Solid understanding of customer account managementDemonstrated understanding of and ability to manage the impact of order fulfillment on cash flow
General understanding and experience with ERP business applications. A strong knowledge of SAP is highly recommended
Proven ability to construct clear and effective written and verbal communication internally and externally
Required Experience:
Demonstrated positive team leadership experienceDemonstrated ability to train and develop others
Bachelor’s degree preferred, or a combination of education and work experience
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for this job.
=== Company description
We produce everything from the paper cup that may have held your coffee this morning, to the carton that contained your frozen meal last night, to the basket that held your beer or soda bottles last weekend. As one of the world’s largest global producer of fiber-based consumer packaging, we strive to be environmentally responsible in our industry and in the communities where we operate.We are committed to workplace diversity and offer compensation and benefits that are among the industry’s best to reward the talented people who make our company successful.
Is this something you’d like to be a part of? We’d love to hear from you.
A World of Difference. Made Possible.