Provides direct supervision to a team of 5-9 professional customer support employees. This includes developing and implementing policies and procedures for the customer service team that support both the company’s goals and a world class customer experience. Reviews employee performance and provides performance feedback along with annual compensation recommendations. Coaches for improved performance within the functional area and builds cross-functional relationships with Sales, Marketing and Supply Chain. Is capable of dealing with customers at the senior management level when necessary. Has experience and knowledge in MRP, forecasting, order entry, customer satisfaction and other related customer service metrics. Has experience in Order Entry, Supply Chain related activities.

• Day-to day activities to ensure that customers are provided product deliveries on time.
• Provides timely response to all customer inquires and proactive feedback to the customer if product delivery issues arise.
• Manage forecasting, backlog accuracy, Terms and Condition adherence, compliance with SOX.
• Support Finance when requested to resolve any invoice discrepancies with their assigned customers.
• Receives and resolves customer issues and complaints.
• Provides performance reporting and analysis for monthly Operations Reviews and quarterly Customer performance Reviews.
• Detailed inquiries into the ERP system and output reports for resolution of the issued above.

• Minimum 5 years of relevant experience.
• Bachelor’s degree in related field, or consideration of an equivalent combination of education and experience.