Customer Service Supervisor II

Apply now »

Date: May 8, 2024

Location: Johnson City, TN, US, 37601

Company: A. O. Smith Corporation

A.O. Smith/ Johnson City, TN

We are one of the world’s leading manufacturers of water heating and water treatment technologies in the world. We are a $3.5 billion company with 140+ years history and we employ more than 12,000 individuals globally who pride themselves on providing the world with innovative water technology. We are committed to Continuous Improvement, not just in our factories or processes, but in our people.

Primary Function

Tasked with the responsibility of supervising all areas involved with and pertaining to: Sales order entry and processing; Customer Service call center; Customer Service database; Interdepartmental communication; and Supervision of Customer Service Representatives.

Responsibilities

• Provide daily direction, communication and support to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.

• Monitors calls to observe employee’s demeanor, technical accuracy and conformity to company policies.

• Manage new account set up and assignment.

• Manage sales order entry.

• Manage sales order backlog.

• Assist in resolution of customer service/customer issues.

• Participate in the resolution of credits and returns.

• Manage collection of customer information necessary for department functionality.

• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

• Provide performance reviews, coaching, and corrective action on a regular basis to customer service reps.

• Assist with employee training and resource development as required.

• Work on special or on-going projects that are important to customer service continuous improvement.

• Study and standardize work procedures and processes to improve departmental efficiency.

• Insure that communication link is strong between Customer Service and other departments.

• Represent the Customer Service Department as needed on cross functional teams to address company issues as they arise.

• Responsible for general housekeeping and maintenance of working area.

• Other duties as assigned

Qualifications

• Bachelor's degree in related field

• 3+ years of related work experience

• 4+ years of supervisory/ leadership experience

• Excellent computer skills in MS Word, MS Excel, E-mail and Windows.

• Proven leadership skills, the ability to develop and motivate a team, the ability to communicate effectively to a variety of audiences, and the ability to provide support and direction.

• Responds promptly to customer feedback and requests for service and assistance.

Education

Bachelor's Degree

Years of Experience

Minimum of 3 years of related work experience or training

4-5 Years of Supervisory/Leadership Experience

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Nearest Major Market: Asheville Nearest Secondary Market: Knoxville