Customer Service Supervisor

PCB Piezotronics, Inc. is a global leader in the manufacture of piezoelectric and strain gauge sensors. The Company’s pleasant working conditions, world-class benefits package, and investment into employee career development and advancement create a spirit of enthusiasm that provides PCB with a competitive edge.  We are currently growing and are in need of a Customer Service Supervisor in our corporate office located in Depew, NY.

This position will be responsible for all customer service activities for retail or distributor accounts.  Develops and implements new methods for customer communications and order processing.  Maintains effective communications with field sales pertinent to customer needs and sales strategies, etc.  Coordinates personnel concerns: decides and implements cost improvement techniques and appropriate training programs for customer service department.                       

The Customer Service Supervisor should be able to perform the sales responsibilities and integrate this task with all responsibilities necessary to execute the sales function.  Must be able to provide attention to detail as it pertains to the process of the sales function. 

Responsibilities:    

1.   Directs daily activities between Customer Service Representatives and the Sales/Marketing team.  Assists Division Managers with the scheduling of daily activities of their Customer Service Representatives.

2.   Supervises Customer Service Representatives to achieve goals and actions needed to promote a Positive Mental Attitude and increase sales.

3.   Develops and maintains an effective staff through proper selection, training and assignment of personnel.

4.   Completes performance reviews for employees.  Evaluates and recommends promotions and increases for employees.

5.   Assists the Sales and Marketing Departments in the completion of documentation necessary to process quotes and orders.

6.   Communicates with operations and logistics departments in respect to customer needs.

7.   Directs Customer Service Representative/Sales support meetings on an as needed basis.

8.   Trains and reviews ISO procedures and forms to Sales/Marketing personnel.

9.   Assists in hosting visitors, arranging and participating in tours of the facilities.

10. Establishes and maintains department records and reports, i.e. attendance records.

11. Ensures that sales documentation and files are maintained.

12. Works closely with Sales/Marketing supervisors to ensure proper communication of changes to company policies and procedures.

13. When required, performs the following Customer Service Representative functions using Syteline and C2 databases:

            a.  processes quotes and contracts

            b.  expedites orders

            c.  generates letters, file, mail catalogs, sending no charge samples

            d.  completes necessary forms (government/EED, business information forms, etc.) to serve the customer

            e.  monitors changes in sales representation

            f.  mail list      

14. Investigates customer inquiries.  Acts as a liaison between technical support and Customer Service Representatives.  Monitors and addresses departmental procedural errors.

15.  Assists Accounting Department in implementing new accounts, charge orders and credits.

16. Performs other related duties as assigned.

Requirements:

Two year technical degree or equivalent specialized training with a combination of ten years of domestic and international customer service experience and customer service supervisory experience in a manufacturing environment.  Ability to maintain the highly confidential nature of the job responsibilities required for this position, i.e.  performance appraisals, compensation issues, etc.  Office and computer skills including MS Office software programs.  Good written and verbal communication skills, good leadership and team building abilities.  Must be well organized and able to handle multiple priorities.  Knowledge of writing and implementing ISO compliant procedures.