Customer Service Supervisor - Technical

Position: Customer Service Supervisor - Technical

Location: Waunakee, WI

Hours: 1st shift

Reports to: Customer Service Manager

Direct Reports: Inside Sales Reps, Customer Service Reps, Order Processing Specialists

Job Summary: Responsible for providing superior customer service to NORDs customers in the United States. Overseeing the order entry/quoting process. Provide support and material to allow the customer service group and order processing group to meet and exceed our customers expectation. Provide analytical thinking skills to effectively resolve issues, improve processes and plan the staff accordingly. Continuously improve NORDs customer service and order processing efficiencies and effectiveness.

Responsibilities include:

  • Provide one on one group training for customer service team.

  • Act as an internal technical resource for our customers either directly, or through our current Customer Service staff (through training and technical leadership exercises).

  • Develop and maintain strong relationships with new and existing customers to retain business and promote business growth opportunities. Search for opportunities to grow and develop these customers in cooperation with external sales.

  • Identify areas where improvements can be made, develop solutions, test new process, and implement changes within the group.

  • Review orders and quotes daily for accuracy.

  • Provide support to customer service reps when dealing with difficult customers.

  • Provide support to order processing specialists when they need assistance with difficult orders.

  • Monitor order entry process flow and provide assistance to keep things stable and moving smoothly within group.

  • Maintain a professionally presentable and organized office work area.

  • Supervise employees of Customer Service Department, including attendance, evaluating performance, and training.

Job Requirements:

  • Bachelors Degree in Engineering Field Required
  • Previous Supervisory Experience Required
  • Previous Customer Service Experience Required
  • Familiarity with power transmission industry
  • Exceptional phone skills, strong mechanical aptitude, excellent attention to detail, strong leadership skills, and strong comprehension and memory skills.
  • Ability to sit at a desk for up to 8 hours per day
  • Ability to travel to satellite facilities and customer sites.

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