Customer Service Supervisor Jobs

Do you want to make a difference in the world and contribute to a sustainable future?

We believe we can develop the technology and gain the know-how to make that difference, tackling the climate challenge. It’s a big responsibility, and we have committed to do it.

At FLSmidth you will be a part of the leading brand in the cement and mining industries. And we want to become even better.

We also know we can only drive success and excellence with competent, passionate and engaged employees.

We know you want to be successful at work and at home, and together we can ensure that both our business goals and your personal aspirations are met.

Consider joining our team in our Tucson Super Center as a Customer Service Supervisor.

Job Scope

• Facilitates regular team meetings to review metrics and engage the group in performance improvement discussions to improve customer experience outcomes and increase efficiency.
• Serves as an expert source of knowledge in order management and order fulfillment dashboards to identify performance opportunities that increase the fulfillment of customer orders and the customer experience.
• Work with the designated parts expeditor to assure accurate inventory prior to quoting parts availability and to expedite parts orders. Schedule parts and unit orders not in stock or to quote availability prior to orders.
• Answer calls for absentee sales engineers.
• Expedites parts and unit orders as required by customer requests.
• Continuously look for efficiency opportunities to automate manual processes, leading to cost reductions and increased performance outcomes.
• Day to day supervision of the team using key performance indicators and performance metrics.
• Responsible for idea implementation in standard operating procedures, documentation, training, and implementing resolutions for the deficit.
• Ability to get along with others and work in team environment is imperative in this role.
• Utilize the product family scheduling guidelines to assure accurate inventory prior to quoting parts availability or to schedule parts orders not in stock or to quote availability prior to orders. Works closely with the expediting department for parts scheduling inside the standards of the scheduling guidelines.
• Work with purchasing on large projects regarding parts demands to get them scheduled on time.
• Enter complete information on any new customers including sales code, representative, area, credit limit, and other required information. Works closely with the accounts receivable person in accounting on customer credit limits and any credit stops required due to slow payment.
• Takes customer parts orders, calculates contractual representative commissions, and submits the orders to order entry. Takes customer unit orders as submitted by the sales engineers, assists with the commission calculation, and submits the orders to order entry.
• Participate in ensuring the company’s ship date commitment to customer is met (DIFOT=Delivery in full, on-time).
• Lead day-to-day communications and process changes with regional business, external and internal customers, operations leaders, and business unit supply chain leaders.
• Work closely with the sales manager on overall sales of spare parts, customer service, and marketing strategies. In addition, works closely with the sales engineers on processing the complete unit orders.
• Lead and participate in quality improvement initiatives and projects that impact customer order management, customer experience, and revenue outcomes. Provides guidance and mentors team members working on projects.
• Monitor and submit revenue forecast.
• Create pricing on new parts for customers.
• Co-ordinate with production when the parts come in to begin the process of building the product and closing out work orders.
• Handle customer requests for spare parts pricing, freight charges, shipment sizes, and parts availability.

Requirements

• Ability to write routine reports and correspondence.
• 3-5+ years experience in interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to speak effectively before groups of customers or employees of organization.
• Some required to travel for occasional trade shows, sales meetings, and customer visits.
• Bachelor's degree (B. A.) from four-year college or university; or 8+ years related experience and/or training;
• 5 + years of supervisory experience in a corporate office setting.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Our Benefits Include

• Retirement preparation with a 401(k) and company matching
• A global network of supportive colleagues and growth opportunities
• Competitive benefit package including health, dental, disability, life, and voluntary insurance options
• Financial support for continuing education
• An equal opportunity employer committed to creating a diverse and inclusive workplace
• Work-life balance with a flexible work schedule so you can focus on professional and personal priorities
• Employee Assistance Program
• Time to recharge through PTO, plus 10 annual holidays, and parental leave

As an equal opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion.

We encourage applicants of all backgrounds and perspectives to apply - the more diverse our employees are, the stronger our team is.

Preference will be given to candidates who are currently eligible to work in the United States and located in Tucson Arizona, as relocation is not offered for this opportunity.

Please apply by clicking "apply" on this page. Kindly note that we will be reviewing applications and conducting interviews on an ongoing basis so please apply as soon as possible.

Candidates will be contacted by email.

No recruiters and unsolicited agency referrals please.