Customer Service Supervisor

at Genesis10
Location Mequon, WI
Date Posted January 13, 2021
Category Default
Job Type Full-time


Position Title: Customer Service Supervisor Effective Date: January 5, 2021
Reports To: Aftermarket Distribution Operations Manager
Overview of Position: To provide direction, guidance, training and development to the Customer Service team along with regular performance-related feedback. Will also assist the Customer Service Specialists in a wide variety of duties to process sales orders into the Client' Business System. Provide product and sales information, order status, availability and pricing to Distributors and customers. Also provide assistance to select proper part/product for their specific repair/ application, to include researching parts manuals and engineering drawings. Will act as a backup for team members in providing service to their distributors.
Description of Duties/Responsibilities:
Oversee and lead Client' Customer Service efforts in timely processing of all customer/distributor orders through shipment. Understand the Order Entry system sufficiently in order to accurately enter (non-E-Commerce) sales orders into the Business System. Communicate with necessary team members to insure Client' service levels are attained. Responsible for the maintenance and invoicing of all sales orders.
Review incoming orders to insure order is complete with information needed to ship the order accurately for the customer. Contact Distributor for clarification of missing information. Resolve any problems with the orders to assure they are processed within established guidelines of discounting, terms and conditions of sale, etc.
Answer distributor's inquiries regarding pricing, availability and order status. Perform shipping tracers and provide tracking information to our Distributors.
Assist distributors with identification and selection of necessary parts needed to repair 4Front and HPD equipment by reviewing field pictures, job folders, researching product manuals, and engineering drawings.
Act as the Administrator for the iCustomer (E-commerce) system, responsible for the integrity and enhancement of our iCustomer function. Train distributors on the use of the Client Resource iCustomer (e-Commerce) program for distributors to use to enter orders into Client' Business system. Where necessary, assist Distributors with the program.
Responsible for training, development and evaluation of Customer Service Specialists.
Perform Level 1 troubleshooting via phone with distributor's service technicians, to determine cause and location of failure by using electrical schematics and engineering drawings.
Assist and train the distributors to use our Client Product Surveys including the use of the iPad Product Survey app. Review the surveys with Technical Support and/or Engineering to determine the best product(s) for end user's application.
Provide general product and sales information to distributors to assist in the sales process. Inform Distributors of current Client promotions, our product offering and new or upgraded products.
Coordinate all Returned Product Authorization's (RPA's) including follow up and disposition of product to distributors. Obtain Manager's approval of RPA. Process corresponding Credit Memos where necessary.
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