Customer Service Supervisor at Bergen Cable Technology, Inc. – Fairfield, New Jersey

Job Summary:

Responsible for all Customer Service operations, including but not limited to order processing, quoting, portal management, and customer satisfaction. Supervision of the Customer Service Team.

Essential Job Functions:

• Ensure customer satisfaction by managing customer communications, updates, quoting, and order confirmations
• Enhance client and co-worker relationships: partner with other department leaders to provide input on initiatives, resolve issues, and execute business objectives
• Lead and manage at least one direct report in the Sales Department
• Champion process improvements within Customer Service, including offering new ideas and developing processes within the sales department to improve customer experience, employee satisfaction, and corporate performance
• Exercise judgment to evaluate customer requests and provide accurate lead-time estimates and pricing following the Business Development Strategy
• Proactively review data to identify orders not meeting projected due dates and work with Production, Quality Assurance, and Shipping to minimize late deliveries.
• Research documented and undocumented customer complaints for validity, work towards solutions for the client, follow up with the customer when necessary, and deliver and track coaching and corrective action when required
• Monitor and enforce customer credit worthiness. Review and correct administration as required to ensure customer payment issues are resolved.
• Work with Senior Management to develop new pricing, communicate and enforce pricing integrity
• Maintain company representation and communications through customer portals as required

Qualifications:

• Minimum of 5 years of Customer Service experience in a Manufacturing-based industry required
• Minimum of 3 years of Leadership Experience required
• Strong understanding of Inventory & Shipping practices required
• Strong organization and Microsoft Office skills required
• Undergraduate degree preferred

Management reserves the right to assign or reassign duties and responsibilities to this job at any time.