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Supervisor Customer Service

SUMMARY


Manage and supervise the Customer Service team of Customer Care Representatives in order to provide the highest level of customer service to internal and external GAF customers with respect to all aspects of the order process including order placement, order management, customer and plant follow-up. ?Coach, counsel, develop, and mentor Customer Care Representatives and monitor their performance.? Maintain solid interdepartmental and customer relationships by addressing questions and concerns with speed and professionalism. Act as the ?Voice of the Consumer? to equally improve the products for our customers as we do for our company.


ESSENTIAL DUTIES


35%



  • Partner with QC, Manufacturing and Engineering to identify potential money savings opportunities through product design, shipping methods and/or materials used in manufacturing

  • Partner with QC, Manufacturing and Engineering to ensure all customer/product issues are addressed and resolved in a timely manner

  • Generate and Maintain report distributed to QC, Manufacturing, Customer Care Manager and Engineering to review product failure trending

  • Generate and Maintain report distributed to QC, Manufacturing, Customer Care Manager and Engineering to outlining all engineering change requests with acceptance or rejection status

  • Host a meeting Monthly with QC, Manufacturing, Customer Care Manager and Engineering to review product failure trending and outstanding issues


20%



  • Follow through on all items and order issues to ensure customer satisfaction. This includes but is not limited to, making outbound calls or e-mail.

  • Customer communications and orders must be completed within a timely manner

  • Ensuring orders are error free

  • Assist Customers with Installation Instructions, Trouble Shooting, and defective product analysis

  • Checking order status

  • Placing new warranty replacement orders via Fax, UPS, USPS or Email


20%



  • Provide Customer feedback to QC and Engineering departments on situational basis

  • Communicating product or procedure changes

  • Maintaining accurate information in the Warranty Database

  • Reporting product misinformation found in systems, products or online help

  • Issue ?Call Tags? for defective product pickup for analysis by QC or Engineering


20%



  • Maintain training on all products and processes.? Attend training sessions as required.

  • Transferring calls to other departments (Customer Service, QC, Engineering, etc...)

  • Process Labor imbursements requests as outlined in our warranty agreement

  • Provide supporting information by educating customers with alternative choices.?

  • Provide internal departments with reports as necessary or upon request.


? 5%



  • Perform other duties as required


LEVEL BASED COMPETENCIES


?Level Based Competencies are to be designated based on job level and content.?



  • Leadership

  • Adaptability

  • Building Strategic Working Relationships

  • Technical/Professional Knowledge & Skills

  • Stress Tolerance

  • Decision Making

  • Communication

  • Planning & Organizing

  • Coaching & Mentoring


Technical knowledge/skills (entry, intermediate, advanced)



  • Advanced Customer Care supervisory skills, including coaching, counseling, and employee development

  • Advanced knowledge of computerized system

  • Advanced knowledge of order life cycle

  • Advanced PeopleSoft skills


General knowledge/skills (entry, intermediate, advanced)



  • Excellent interpersonal skills

  • Advanced organizational skills and attention to detail

  • Advanced verbal and written communication skills

  • Advanced analytical skills

  • Advanced time management skills

  • Advanced ability to multi-task


Education/Experience



  • Bachelor Degree or Equivalent Customer Service Experience

  • 5+ years related experience

  • Experience in manufacturing, especially roofing, is preferred


 

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