Customer Service Supervisor

Job Description

This role offers a starting range of $78,000 to $88,000 annually. Actual compensation will be based on qualifications such as experience, education, certifications, and skills, as well as geographic considerations.

Position Summary:

INX is seeking a Customer Service Supervisor who oversees the day-to-day activities and tasks for West Coast customer service reps. This is a working manager position and will perform daily tasks alongside the Customer Service Center team and will be expected to maintain and develop good working relationships with plant personnel, sales, and customers. This role reports to the Director of Customer Service Centers and works closely with Sales, Finance, and MIS departments.

Essential Duties & Responsibilities:

As a Customer Service Supervisor, you will be responsible for:

• Mini-Plant Processing & Order Entry/Oversee daily tasks of CSR's
  • Ensure timeliness and accuracy of order entry/stock transport orders (STO).
  • Oversee day-to-day material creation, recipe creation, and templates for each mini-plant. Revise workload as needed.
  • Work with sales and inplants to bill out aged items.
  • Ensure the data integrity of material masters/recipes and troubleshoots problems.
  • Collaborate with Divisional and Corporate personnel to ensure daily tasks are performed timely and accurately within the team.
    • Includes but not limited to Corp AR team and Corp Pricing Team.
    • Responsible for end-of-month usage spreadsheets and checklists including but not limited to:
      • JSOX review/process completion
      • INX US Consignment and Mini-plant billing
      • Debits/Credits for labor fees
• Training and Support
  • Troubleshoot SAP problems for INX U.S. sites.
  • Involved with MIS for testing on new versions of INX Manager/ trouble shooting and training 1PL for customer service center group.
  • Involved with SAP testing and training.
• Billing / Accounting
  • Reviews end-of-month billing schedules/requirements. Creates invoices for export. Reviews and revises customer master data as needed. Creates credit/debit memo.
  • Review billing and freight blocks to ensure timely billing.
• Customer requirement Management
  • Work with accounts receivable to set up contacts and email addresses.
  • Use of the Output Parameter Determination (OPD) and business partners.
• International Order Processing
  • Acts as back-up for the following area: International sales order processing - Domestic CSR/INX U.S.
  • Work with Corporate Logistics to get quotes and correct International Commercial (INCO) Terms for export orders.

Qualifications

To perform your job as expected, you will be required to:

• Have a high school diploma or GED
• Minimum of 5 years' customer service experience in a manufacturing or distribution environment
• At least 1-2 years of experience leading, supervising, or mentoring customer service representatives.
• Experience with ERP systems and cross-functional coordination between sales, operations, and supply chain is highly desirable
• Demonstrate good computer skills (intermediate) in MS Excel, Word, and Outlook
• Have excellent verbal, written, reading comprehension, and demonstrate a professional phone manner
• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Write routine reports and correspondence.
• Speak effectively before groups of customers or employees.
• Calculate figures and amounts such as discounts, interest, commission, proportions, percentages, area, circumference, and volume.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Deal with problems involving several concrete variables in standardized situations.

In addition to these qualifications, we will consider as a plus if you have:

• Experience using SAP / SAP S4 HANA is highly desirable.
• Associate degree from 2-year college or trade school

Additional Information

We offer a competitive salary with excellent benefits including medical, dental, vision, life insurance, disability, pet insurance, HSA and FSA, 401(k), and more. Through our programs, which now include Paid Volunteer Time Off and Paid Parental Leave, we support the needs of our employees, their dependents, and their communities by providing a benefit package that is easy to understand, easy to access, and affordable for all our employees.

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