Customer Service Supervisor

Customer Service Supervisor

Who we are:

Atkore is forging a future where our employees, customers, suppliers, shareholders, and communities are building better together - a future focused on serving the customer and powering and protecting the world.

With a global network of manufacturing and distribution facilities, Atkore is a leading provider of electrical, safety and infrastructure solutions.

Who we are looking for:

We are currently searching for a Customer Service Supervisor to be based out of Dallas, TX. Reporting to the Director of Commercial Operations, this person's primary focus will be to handle backup support for all customer product and pricing inquiries, orders, and follow up with customers in a prompt and professional manner.

The ideal candidate will have a bachelor's degree and 5 years of experience in a sales or customer facing role. Experience in lean manufacturing or business system-based company is a plus.

What you'll do:

• Handle all aspects of customer service, including entering, tracking, and invoicing orders and releasing material for shipment
• Provide back-up coverage to the other CSR's
• Assist with setting up and managing the EDI customers for the Heritage Brand
• Create and manage an agent Information sheet for each agent utilizing OneNote
• Spot Audit Orders for Accuracy, random audits to ensure pricing accuracy
• Provide order status to agent/customer on all open orders
• Heavy communication (via email and telephone) with customer base to handle all orders, inquiries, and follow up in a prompt and professional manner
• Communicate and coordinate with cross functional departments such as demand planning, pricing, traffic, quality, and accounts receivable.
• Promptly responding and assisting agents/customers with damaged shipments and/or mis-shipments.
• Investigate, Resolve and Process deductions
• Check and maintain pricing levels and quotes across all orders and products lines
• Handle Escalations for the CSR staff.
• Assist with Commercial Metrics Reports, to include dashboard compiling as needed
• Assist with training new CSR's in addition to maintaining current CSR staff on the latest in standard work.
• Work with accounting to perform month end closing activities
• Assist manager in any other duties needed for the department.

What you'll bring:

• Bachelor's degree preferred with at least 5 years of experience in a sales or customer facing role
• Strong Microsoft Office Suite skills (Office, Word, Excel & Power Point)
• Experience with CRM software, preferably Salesforce.com, a plus
• Proven ability to build strong relationships with customers
• Excellent oral and written communication skills
• Ability to work independently and/or with little supervision in a team environment
• Ability to handle multiple projects and meet deadlines
• Experience with AS400 & JD Edwards is a plus
• All associates must embrace and foster and environment that supports our core values of Integrity, Respect, Excellence, Teamwork and Accountability.

Within 3 months, you'll:

• Complete your Atkore immersion program.
• Understand how your job will help deliver Atkore's strategy.
• Gain an understanding of your team.
• Gain an understanding of the training materials and procedures your team owns.

Within 6 months, you'll:

• Identify ways to strengthen the team's commitment to Atkore's core values of Accountability, Teamwork, Integrity, Respect and Excellence.
• Develop and maintain an effective office staff through the selection, training, compensation, motivation, termination and review of staff (sales support and customer service teams)
• Maintain employee work/vacation schedules to ensure staffing needs are met in accordance with company policy and guidelines
• Provide guidance and direction to staff to assist in their professional development to include facilitating cross training employees and overall evaluation
• Resolve operational problems related to customer service, sales, accounting procedures and computer systems
• Oversee order management team's processes working in JDE to address pricing or part number discrepancies in a timely manner.
• Ensure smooth operation of EDI order processing.

Within 12-months, you'll:

• Have meaningful performance conversations with your direct reports.
• Set strategic performance goals, KPI"s and compile data to make assessments of their department's progress and coordinates with upper management to find ways to enhance their customer service objectives among their employees
• Develop customer satisfaction goals and coordinate with the team to meet them on a consistent basis
• Modify office and sales operation workflow and standard work to increase productivity as needed; communicate with team members and supervise tasks/project completion
• Continually improve customer service team's sales skills to increase sales success rates and develop meaningful relationships with customers to encourage trust and loyalty

Atkore is a five-time Great Place to Work certified company and a three-time Top Workplaces USA award winner! We're committed to creating an engaged, aligned workforce driven by a collaborative culture. Our team strives for breakthrough results and stays focused on being standout leaders. We consistently live the Atkore mission, strategic priorities, and behaviors consistent with our core values.

Join our team and align yourself with an industry leader!

As of the date of this posting, a good faith estimate of the current pay for this position is $62,400 - $85,800. Placement in the range depends on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs and may change over time. Other compensation may include, but not limited to, overtime, shift differentials, bonuses, commissions, stock, and other incentives.

Benefits available include:

• Medical, vision, and dental insurance
• Life insurance
• Short-term and long-term disability insurance
• 401k
• Paid Time Off
• Paid holidays
• Any leave required under federal, state, or local law

Benefits are subject to vesting and eligibility requirements.

Applications are being accepted on an ongoing basis.