Customer Service Supervisor
The Baker Company, located in Sanford, ME, has led the industry in clean air, containment, and incubation technology for over 70 years.
Our products are used worldwide for scientific research, drug discovery, patient care, and more.
Join the Baker team and support sustainable, environmentally friendly laboratories.
The Customer Service Supervisor is responsible for supervising a team of customer service representatives, working with different functional groups to increase customer satisfaction with Baker supplied products, and assist in establishing and improving department's key performance indicators (KPIs), policies and procedures.
Duties and ResponsibilitiesThe Customer Service (CS) Supervisor will work closely with, and lead a team of, customer service representatives and contract administrators.
The CS Supervisor will ensure customers receive value for our products by ensuring customer satisfaction and exceeding customer expectations.
In this role, CS Supervisor will train associates on company polices/procedures, develop new/improve existing work practices, and ensure proper utilization/drive recommendations for enhancement of ERP and CRM applications.
They will work closely with sales and operations personnel to improve the customer experience with Baker, our products, and services.
The Supervisor will lead trainings on product updates/changes as well as the customer solutions required for the operational support of new/existing products.
Job Knowledge Solid understanding of the features and benefits of all products sold and serviced by the company.
Mentors and trains the customer services processes and strategies to other personnel.
Assesses recommends and implements systems for managing customer service and after sales support.
Ensures compliance with the company's quality assurance program and company customer satisfaction programs to ensure the equitable resolution of customer complaints.
Provides oversight of and is responsible for the successful administration and maintenance of terms and conditions associated with contractual agreements with general purchasing organizations and preferred customer pricing.
Participates in department meetings to implement new and continuing training programs (OSHA and company safety standards, company policies/procedures).
Communicates with other levels of Supervisors to ensure compliance with service standards and company policies.
Manage relationships with external service providers / affiliates.
Uses CS supervisory control matrix document for better oversight of the independent sales rep group (Aleran) reporting, contract submission and renewal process, order accuracy/commission reporting and OEM business management.
Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units.
Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people).
Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems.
Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
Other duties as assigned.
Customer Satisfaction & KPIs Coordinate with the sales team to ensure all sales opportunities are properly specified, communicated to customer service and successfully transitioned quote and order entry.
Establishes, reviews, and improves productivity measures and benchmark reports (as assigned).
Manages customer concerns if they're not satisfied with the suggested resolutions by the customer service representatives, will try to reach a more equitable resolution, diffuse difficult situations between customer service representatives and customers.
Ensures customer complaints are resolved in a timely manner (e.
g.
, Quotes, S.
O.
, Case Calls).
Understand the data & contributes to improvements in Baker's customer service satisfactions surveys.
Personnel Management & Development Provides feedback to employees regarding job performance and uses the appraisal process to determine training needs, employee development, promotion and succession plans.
Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards.
Conduct associate performance appraisals (annually) and writes/updates employee development plans KEY PERFORMANCE METRICS Customer satisfaction (internal/external).
Customer service team goals/metrics.
Participation/leadership in companywide initiatives (Kaizen events, strategic deployment projects etc.
).
PHYSICAL REQUIREMENTSAbility to sit for extended periods of time while working on a computer.
MINIMUM REQUIREMENTSThis position requires hands-on training and the ability to provide direction to all service personnel and is responsible for developing a dynamic high-performance team.
Qualified candidates will possess:
BS Degree- Business required Minimum 2 years supervisory experience required Contract administration experience preferred Working knowledge of the company computer systems and software (Epicor, Salesforce CPQ) Experience working with customers to service and support biomedical equipment for the life sciences.
Strong interpersonal skills, a high energy level, ambition, and demonstrated ability to solve problems.
Ability to work with customers, service representative, technical service representatives and 3rd party service providers.
Strong communication skills 5
years prior experience in customer service BENEFITS Medical Dental Health Reimbursement Account Flexible Spending Accounts Gym Membership Reimbursement Life Insurances Employee Assistance Program 401(k) Profit Sharing Paid Time Off And More! Sponsorship is not offered.
PI225766293 Recommended Skills Administration Biomedical Engineering Business Management Communication Continuous Quality Improvement (Cqi) Contract Management Estimated Salary: $20 to $28 per hour based on qualifications.
Our products are used worldwide for scientific research, drug discovery, patient care, and more.
Join the Baker team and support sustainable, environmentally friendly laboratories.
The Customer Service Supervisor is responsible for supervising a team of customer service representatives, working with different functional groups to increase customer satisfaction with Baker supplied products, and assist in establishing and improving department's key performance indicators (KPIs), policies and procedures.
Duties and ResponsibilitiesThe Customer Service (CS) Supervisor will work closely with, and lead a team of, customer service representatives and contract administrators.
The CS Supervisor will ensure customers receive value for our products by ensuring customer satisfaction and exceeding customer expectations.
In this role, CS Supervisor will train associates on company polices/procedures, develop new/improve existing work practices, and ensure proper utilization/drive recommendations for enhancement of ERP and CRM applications.
They will work closely with sales and operations personnel to improve the customer experience with Baker, our products, and services.
The Supervisor will lead trainings on product updates/changes as well as the customer solutions required for the operational support of new/existing products.
Job Knowledge Solid understanding of the features and benefits of all products sold and serviced by the company.
Mentors and trains the customer services processes and strategies to other personnel.
Assesses recommends and implements systems for managing customer service and after sales support.
Ensures compliance with the company's quality assurance program and company customer satisfaction programs to ensure the equitable resolution of customer complaints.
Provides oversight of and is responsible for the successful administration and maintenance of terms and conditions associated with contractual agreements with general purchasing organizations and preferred customer pricing.
Participates in department meetings to implement new and continuing training programs (OSHA and company safety standards, company policies/procedures).
Communicates with other levels of Supervisors to ensure compliance with service standards and company policies.
Manage relationships with external service providers / affiliates.
Uses CS supervisory control matrix document for better oversight of the independent sales rep group (Aleran) reporting, contract submission and renewal process, order accuracy/commission reporting and OEM business management.
Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units.
Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people).
Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems.
Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
Other duties as assigned.
Customer Satisfaction & KPIs Coordinate with the sales team to ensure all sales opportunities are properly specified, communicated to customer service and successfully transitioned quote and order entry.
Establishes, reviews, and improves productivity measures and benchmark reports (as assigned).
Manages customer concerns if they're not satisfied with the suggested resolutions by the customer service representatives, will try to reach a more equitable resolution, diffuse difficult situations between customer service representatives and customers.
Ensures customer complaints are resolved in a timely manner (e.
g.
, Quotes, S.
O.
, Case Calls).
Understand the data & contributes to improvements in Baker's customer service satisfactions surveys.
Personnel Management & Development Provides feedback to employees regarding job performance and uses the appraisal process to determine training needs, employee development, promotion and succession plans.
Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards.
Conduct associate performance appraisals (annually) and writes/updates employee development plans KEY PERFORMANCE METRICS Customer satisfaction (internal/external).
Customer service team goals/metrics.
Participation/leadership in companywide initiatives (Kaizen events, strategic deployment projects etc.
).
PHYSICAL REQUIREMENTSAbility to sit for extended periods of time while working on a computer.
MINIMUM REQUIREMENTSThis position requires hands-on training and the ability to provide direction to all service personnel and is responsible for developing a dynamic high-performance team.
Qualified candidates will possess:
BS Degree- Business required Minimum 2 years supervisory experience required Contract administration experience preferred Working knowledge of the company computer systems and software (Epicor, Salesforce CPQ) Experience working with customers to service and support biomedical equipment for the life sciences.
Strong interpersonal skills, a high energy level, ambition, and demonstrated ability to solve problems.
Ability to work with customers, service representative, technical service representatives and 3rd party service providers.
Strong communication skills 5
years prior experience in customer service BENEFITS Medical Dental Health Reimbursement Account Flexible Spending Accounts Gym Membership Reimbursement Life Insurances Employee Assistance Program 401(k) Profit Sharing Paid Time Off And More! Sponsorship is not offered.
PI225766293 Recommended Skills Administration Biomedical Engineering Business Management Communication Continuous Quality Improvement (Cqi) Contract Management Estimated Salary: $20 to $28 per hour based on qualifications.
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