Job Description

Customer Service Supervisor at Mantrose Group summary:

Customer Service Supervisor leads and mentors a team to deliver excellent customer service, managing daily operations and resolving complex issues. They collaborate across departments to ensure seamless customer experiences and develop policies to maintain high satisfaction levels. The role requires leadership skills, proficiency in ERP and order management systems, and a strong understanding of logistics and commercial terms within the specialty chemicals industry.

Job Description
Key Responsibilities

• Lead and mentor a team of customer service representatives, setting clear performance goals and providing regular feedback.
• Manage daily customer service operations, including order processing, inquiries, and issue resolution.
• Handle escalated customer complaints and complex problems with a focus on quick and effective solutions.
• Collaborate with other departments, including sales, operations, logistics, and quality control to ensure a seamless customer experience.
• Take ownership of customers' issues and follow problems through to resolution.
• Create effective customer service procedures, policies, protocols, and standards.
• Develop and maintain customer satisfaction goals and coordinate with the team to make sure those goals are being met.
• Track key performance metrics and report on team performance to senior management.

Qualifications

• Proven experience and leadership skills in a customer service, sales or supply chain role within the specialty chemicals/ingredients industry.
• Strong communication, interpersonal, and math skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency in ERP software and order management systems.
• Strong working knowledge of International Commercial Terms and other freight/logistics terminology
• Proficient with multitasking and working across multiple departments in multiple locations.
• A passion for delivering high-quality customer experience.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able and willing to perform other duties or tasks as needed.

Pay:

• $80,000.00+ DOE per year

Benefits:

• Benefits, upon satisfaction of applicable eligibility requirements, include but are not limited to medical, dental, vision, Employer paid life insurance, STD/LTD, vacation/sick days/parental leave, 401(k), employee stock purchase plan, and pension

Mantrose Haeuser co., Inc./Profile Food Ingredients is an Equal Opportunity Employer and is willing to provide reasonable accommodation to qualified individuals with disabilities, unless doing so would cause undue hardship.

Keywords:

customer service supervision, team leadership, order processing, issue resolution, ERP software, supply chain coordination, logistics, customer satisfaction, performance metrics, specialty chemicals industry

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