Customer Service and Operations Supervisor

Job Description

Job Description

Job Description

Description

Reliable Automatic Sprinkler Co. is a world leader in the manufacture of fire sprinklers and related system valves as well as a major distributor of a full line of fire sprinkler system components to the fire sprinkler industry since 1920. 

Are you interested in being part of team who plays a crucial role of the fire protection industry's goal of saving lives and reducing property damage? We have an opportunity for you!

Job Summary: The Customer Service and Operations Supervisor implements, maintains, and administers all activities related to the successful operations and customer service of the assigned region.

Work Environment: 

• The physical environment requires the employee to work in an office setting. 

Minimum Requirements: 

• Associate's Degree in Business Administration, Communications, Logistics, or related field 
• 5 + years' experience in Customer Service and/or Distribution
• 5 + years of demonstrated leadership experience

#INDPRI 

Job Duties and Responsibilities:

• Direct line management of a small customer service team in Canada
• Work closely with 3PL Warehouse
• Lead training, development, and performance management, including setting objectives and conducting annual reviews
• Recruit new employees as required to support operational needs
• Oversee the training and education of all new personnel on RASCO products, operational systems, and company policies
• Monitor and maintain costs within the budget constraints as outlined in the department budget
• Review and approve time sheets, expense reports, and other weekly progress reports
• Organize, maintain, and review all MTO orders, backorders, or other special customer requests
• Conduct weekly coordination meetings with staff to discuss operational issues, goal accomplishment, and customer service performance
• Manage the customer service department to ensure Reliable customers receive professional outstanding service which includes the minimizing of shortages, status of backorders, and the expeditious resolution of customer problems
• Review Customer Service Performance Reports, pricing and freight credits, and all inventory adjustments
• Maintain system component ordering schedules and ensures orders are processed
• Maintain building security 
• Perform other duties as directed

Competencies:

• Create a positive atmosphere in which timely and high-quality communication flows smoothly
• Direct, coach, collaborate, and delegate appropriately while working as a team
• Excellent attention to detail and accuracy
• Outstanding organization, documentation, and customer service skills
• Strong critical thinking skills using logic and analysis to identify strengths and weaknesses
• Prioritize and complete a variety of tasks in a timely manner
• Excellent verbal, written and reading comprehension skills
• Outstanding conflict resolution skills
• Possess a strong commitment to a team environment while working well with others

Supervisory Responsibilities:

• Assigns work, guides, and trains employees
• Responsible for performance and merit reviews
• Recommends hires, reclassifications, promotions, and terminations
• Administers disciplinary action as necessary and is accordance with company policies and procedures

Skills:

• Knowledge of Customer Service 
• Working knowledge of Human Resources, payroll, and administrative processes 
• Demonstrates an understanding of freight and delivery processes
• Proficient in Microsoft Office, AS400, WMS, CRM,  Dayforce, ADP, and Microsoft Dynamics.

Physical Demands: 

• Ability to be punctual and attend work on a regular and consistent basis
• Must be able to stand for 50% of the time
• Occasionally will be expected to lift large materials not to exceed 40 pounds