Customer Relations Supervisor – Niagara Falls, NY

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Summary

This position is responsible for supervising the staff and workflow process in the Customer Relations Department. This includes pricing and retention activities, managing customer issues, taking escalated calls, and resolving customer concerns. This person will work in partnership with management, sales, shipping/receiving, accounting and other departments for timely resolution of customer issues. They will also assist in interviewing, training and developing new and existing staff.

Duties and Responsibilities

Supervise the customer relations department its representatives in the department
Receive inbound calls, emails and faxes regarding orders, shipments, and requests for quotations. All enquiries must be dealt with within one working hour of receipt.
Provide quotations and follow up on requests for orders and request for quotations to actively convert quotes to orders.
Print and review all back orders.
Keep track of Corrective Action Forms and provide weekly report to Management.
Maintain Amendment Service.
Train new team members on product line, company procedures, customer service approach and skills.
Take part in recruitment and evaluations of CRC team members.
Conduct monthly meetings with team to maintain good communication and provide updates as they arise.
Participate in monthly CRC Committee meetings and weekly general office meetings acting as representative of CRC department
Accurately process quotes and orders to ensure the sales order process is optimal.
Work closely with shipping to ensure complete customer satisfaction.
Develop positive, consultative relationships with customers and to positively take control in all customer dealings.
Input customer information into Accpac and CIS, maintaining accurate records.
Make outbound calls to communicate promotions and proactively up-sell products to customers.
Project a professional, enthusiastic and friendly manner when dealing with customers and staff.
Work enthusiastically and efficiently on projects that are assigned.
Ability to manage and supervise remotely
Read, understand and apply all procedures relating to your role and all communications from your managers/supervisor.
Accurately process invoices, credit notes/returns, corrective action forms, complaints and other customer requests.
Probing customers for relevant information where necessary, (e.g. gathering GHS contacts info).
Take every opportunity to cross-sell products to customers.
Identify and communicate sales leads and request for quotations to sales representatives and support the sales team.
Participate in and at times lead meetings and provide training sessions and coaching to other staff.
Develop a detailed understanding of the product line, including the services we offer.
Monitor accounts and make calls or communicate lack of performance of accounts to management.
Investigate and create preventative actions for complaints.
Suggest new and better ways to improve systems, procedures, and customer relations.
Demonstrates and creates a helpful and positive work culture.
Encourages and builds positive relationships and communicates effectively with all coworkers.
Maintains efficient workflow by holding direct reports accountable for quality and efficiency of their work.
Maintains positive internal working relationships with all department employees by communicating in a professional manner.
Develop knowledge of the other departments to enable you to provide cover when needed.
Other duties as assigned.

Qualifications

Strong leadership skills
A good working knowledge of Office 2000 products, and good computer skills
Strong people skills
Must be able to work with a team
Well organized and have the ability to work under pressure
Strong communication skills
Good problem solving skills
An associates degree in business
3+ years experience in a related field is required.
Experienced in setting goals by defining and prioritizing specific, realistic objectives.
Ability to develop and train work force, build relationships, utilize skills of workforce most appropriately.
Ability to adjust priorities and manage time wisely in a fast-paced environment.
Ability to accurately maintain and organize records and documentation.
Ability to communicate verbally and in writing in a clear, concise, understandable manner, listen attentively to others, and provide instructions to others.
Ability to resolve complex/escalated issues and be high energy, self-motivated and quick thinking.
Ability to take ownership of customer issues and bring them to resolution creating customer advocates.
Ability to motivate others in a fast-paced and demanding environment.

Expectations

This position would require proactive thinking to solve various concerns, problems and improvements related to handling customer issues. Attention to detail and the willingness to challenge the norms would be expected. This person should have the ability to think "outside the box" and use his/her initiative to solve problems and be able to follow procedures.

How to apply

Qualified applicants are invited to submit a resume and cover letter including salary requirements. Please email your resume in Word or PDF format to hr@thecompliancecenter.com. We thank everyone for their interest but only candidates under consideration will be contacted. No telephone inquiries please.