Customer Service Supervisor - Manufacturing

Job description

JOB SUMMARY: The Customer Service Supervisor (CSS) is a hands-on leader for the customer service function at one or more specific Tekni-Plex manufacturing sites. The CSS is responsible for increasing customer satisfaction, loyalty, and retention, while ensuring that the local Customer Service team runs in an efficient manner and is processing transactions in a timely manner. This person must be capable of performing all employee task and other duties as required and assigned. QUALIFICATIONS: - Serve as the first point of escalation for CSRs on complex matters. - Provide day-to-day supervision of and work review for local CSRs; scheduling work, ensuring compliance with Customer Service procedures, facilitating collaboration across the organization; interviewing, hiring and training employees; planning, assigning, and directing work; coaching and mentoring; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. - In the event of holidays or employee time off, this may require the CSS to support as a CSR in some capacity on occasion. - In collaboration with other departments, optimize customer satisfaction and profitability by: - Sc...