Customer Service Supervisor

Toshiba International Corporation is a world leader in the design and manufacture of motors, motor controls and power electronics products. Many of these products are designed, built and tested in our 1,000,000 square foot state-of-the-art manufacturing facility in Houston, TX. We have developed a totally integrated manufacturing process from research and development, design, engineering, production and manufacturing to after-market service and sales & marketing. Toshiba differentiates itself from its competitors through its commitment to quality and reliability. We build products to perform in the most difficult conditions. From raw material to the finished product, we assure exacting quality, engineering excellence and stringent testing to meet domestic and international performance standards.

Job Summary:
The Customer Service Supervisor oversees their respective Customer Service team by directing and coordinating Customer Service Representatives (CSRs) to ensure the group meets order processing and fulfillment requirements. This is a working supervisor position, which will retain some CSR duties, but will also be accountable for the group's performance. The CS Supervisor will direct, delegate and oversee customer/agent/distributor/sales personnel communications, and investigate complaints regarding service, shipment or other customer service issues. The CS Supervisor must be able to answer questions regarding invoicing, tracking and pricing, and also be able to advise the CSRs these issues. The Customer Service Supervisor must represent TIC in a positive manner, both to internal and external customers, at all times.

Responsibilities:
Implement best practices to enhance the effectiveness, efficiency, and accuracy of invoicing.
Send monthly billing reports beginning on the 1st of each month to field service manager.
Review, evaluate, and resolve invoicing issues.
Must have experience in handling customer orders, emails, incoming and outgoing calls.
Will have extensive knowledge of Toshiba's products and the ability to learn technical material in a timely manner.
Expected to check stock, give order status, and expedite product through manufacturing plants.
Must be able to make good decisions independently.
Will communicate with internal and external customers presenting themselves professionally to the customer at all times.
Work within the company databases to ensure proficiency and effectiveness is maintained.
Responsible for handling front-line customer transactions in an efficient, professional and courteous manner.
Manage assigned customer accounts from initial contact to completion.
Will have advanced key account responsibilities and extensive customer interaction.
Will have advanced skills to handle complex accounts and/or projects.
Will visit customer sites as business requires. Requires excellent problem solving and interpersonal skills.
Will handle commercial contract reviews as needed.
Will help with department reporting.
Ability to work in a fast paced, results-driven environment.
Expected to assist with Associate and CSR I-III training.
Travel: Up to 15%

Requirements

EDUCATION/CERTIFICATION REQUIRED:
HS Diploma, 2 or 4 year degree preferred

SKILLS AND EXPERIENCE:
10 years Customer Service Experience
5+ years of experience as a Customer Service Supervisor in a corporate environment
Experience with Oracle
Proficient in Excel, Word and Outlook
Experience in a leadership role within a corporate environment.
Knowledge of Oracle.
Knowledge of credits and debits.
Must have intermediate level MS Excel and basic Word, general computer knowledge and Outlook skills.
Strong attention to detail and a self-starter.
Ability to prioritize and manage multiple tasks.
Excellent oral and written communication skills.
Ability to respond to requests requiring analysis of customer invoicing histories and other basic financial analyses.
Must be flexible and willing to accept changes in invoicing assignments as necessary.
Strong service orientation with an ability to establish and maintain effective working relationships with peers,
office management, and outside business partners.