Italmatch USA Corporation and its subsidiaries manufacture and sell specialty chemicals to its customers domestically and internationally. Italmatch USA is headquartered in Smyrna, GA. Our parent company is an international chemical company with worldwide operations and sales headquartered in Genoa, Italy.
Description
The Customer Service Supervisor, ensures that the Customer Service Department runs smoothly and efficiently, ensuring the teams perform to the best of their abilities and fully utilize the SAP system. The role requires an expert knowledge of the workings of a CS Department and the ERP system to ensure queries and issues can be resolved quickly and efficiently. They are also responsible for the department's measures (Complaints and OTIF) and keeping within designated targets. Process adherence and development are critical in this role. They link the planning, commercial, and customer service teams and customers of Italmatch USA.
Process implementation and sharing best practices are the focus, as is taking part in reporting progress on KPIs in regular global customer service and regional supply chain team calls. The CS team's role is to lead daily interaction with transportation, tolling, and warehouse third parties concerning customer orders and manage the inbound supply chain to customers.
What You Will Do In Your Role
- Support the Global Customer Service Manager in managing complaints and OTIF for the region. Making sure complaints are handled quickly and accurately for the business and customers. Updating Salesforce and providing feedback to the Commercial team.
- Ensure the Team handles inquiries from worldwide customers, distributors, and agents about orders, product availability, prices, invoicing, and shipping details.
- Work effectively with Supply Chain Americas staff to ensure product availability and inform customers of their order status in case of any delays through the relevant CSR.
- Ensure customer credit control compliance; go to person for any issues on Letters of Credit and other forms of payment where appropriate.
- Best practice and process management are a critical part of this role.
- Participate in weekly meetings and generated data/reports with Global Customer Service and Regional Supply Chain teams.
- Onboard new staff and refresher training for established CSRs.
- Monitor customer complaints, ensuring all relevant information is captured to allow for a swift resolution to be sought and root causes to be identified.
- Monitor product returns and raise credit note procedures.
- Ensure the Team utilizes the freight rate files to ensure the most cost-effective forwarder is used for customer deliveries.
- Partners with procurement (sourcing) and business operations (supply chain design) to establish effective inbound logistics for customers. Owns daily customer orders, connects with LSPs, tollers, and warehouses, and supports partnerships and continuous improvement.
- At month-end, work with colleagues to ensure accurate closures.
- Ensure training is up to date and completed.
- Work with Global Customer Service and Regional Supply Chain to agree objectives and achieve them.
- Be the voice of the customer and the Commercial Team in Operations.
- Attends and presents (customer service metrics) at monthly regional S&OP meetings.
- Drives a pro-active, forward-facing customer service engagement culture with customer base to support S&OP, Demand Planning, Market and Customer Intelligence, and effective Customer Relationship Management (CRM).
The Experience You Will Bring
- Minimum ten years of post-graduate experience in a similar industry
- Minimum five years in a similar managerial position
•Bachelor’s degree
- Export regulation and documentation knowledge
- Significant ERP experience, SAP preferred.
- Proven track record of driving continuous improvement and best practices.
- Ability to work flexible hours.
What Will Set You Ahead
- Bilingual (English & Spanish)
- Ability to communicate and inspire vision and direction to the Customer Service team.
- Experience managing local and remote teams.
- Demonstrating desired competencies – leadership, interpersonal skills, cross-functional teamwork, influencing, customer intimacy, drive for results
Salary and Benefits Commensurate with Experience. Equal Opportunity Employer. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify.
Job Type: Full-time
Pay: Up to $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Management: 5 years (Required)
- SAP ERP: 2 years (Preferred)
Ability to Commute:
- Atlanta, GA 30339 (Preferred)
Ability to Relocate:
- Atlanta, GA 30339: Relocate before starting work (Required)
Work Location: Hybrid remote in Atlanta, GA 30339