Customer Service Supervisor

Location: Cleveland OH Posted Date: September 12, 2019
Employer: To view company name. See instructions below
Employer Job Id: 15983 Careermine Job Id: 1801546
Description:

Komatsu is an indispensable partner to the construction, mining, industrial and forestry industries that maximizes value for customers through innovative solutions. With a full line of products supported by our advanced IoT technologies, regional distribution channels and a global service network, we help customers safely and sustainably optimize their operations. Our Komatsu, P&H, Joy, Montabert, Modular Mining Systems, Hensley Industries, NTC and Gigaphoton equipment and services are used to extract fundamental minerals and develop modern infrastructure.

Job Overview

  • Supervise the Customer Service Representatives daily activities though planning, directing and coordinating activities of the team.
  • Investigate sources and develop opportunities for individual development of soft skills in the customer service team.
  • Map existing customer relationship processes and construct where applicable processes focused on customer service, sales, and marketing.
  • Develop and foster customer service applications and techniques; train customer service staff on created best practices.
  • Create a matrix system of customer service levels; evaluate staff competency and leveling of department.
  • Lead and influence cross-functional teams comprised of sales, customer service, purchasing, marketing and inventory control.


Responsibilities

  • Investigate, map and remain appraised of business processes, systems while identifying, and presenting options for improvement.
  • Review performance of customer service team and address issues in process or competencies of individuals in the role.
  • Assess issues, concerns, and communication breakdowns in the processes between customer service, customers, internal processes and procedures.
  • Create training programs, documentation of processes and process flow diagrams as necessary in accordance with Operational Excellence standards.
  • Develop and analyze detailed sales reports on a monthly, quarterly, and annual basis for trends and recommend strategies.
  • Develop relationships with global customer service representatives and work to identify sources of frustration with processes, procedures, and communication issues. Work to resolve through process improvement and relationship building techniques.
  • Prioritize, coordinate and balance multiple internal "project" orders to meet all performance, schedule and budget requirements.
  • Attend regional business review and sales meetings


Education / Qualification

  • Bachelor's degree; Business, Marketing or related focus preferred.
  • Must demonstrate strong business acumen, strategic focus and success in a cross-functional environment
  • Must be able to work independently with initiative
  • Must demonstrate excellent communication skills
  • Must demonstrate excellent analytical, project management and presentation skills
  • A combination of tactical / frontline and leadership experience is preferred
  • Experience with SAP is preferred.
  • Experience using Microsoft Office Suite with emphasis on Excel and MS Project
  • Strong technical background in mechanical technologies


We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.