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Customer Service Supervisor

Ted Pella, Inc. is seeking an experienced Customer Service Supervisor. This exciting role is responsible for providing quality and efficient customer service to customers through daily management of the Customer Service team to include coaching, counseling, training, motivating, and problem solving. Additionally, the position is responsible for assisting the Operations Manager with development, analysis, and implementation of strategic initiatives and training. This is an onsite position that reports to the Operations Manager.

Primary Responsibilities:

  • Distribute and balance the Customer Service workload among employees in accordance with established workflow, or job specialization. Assure timely accomplishment of the assigned workload and that each employee has enough work to keep busy.
  • Keep current on any product or policy and procedural changes, as well as software changes.
  • Generate estimates and reports on expected time to completion of work, maintain records of work accomplishments and time expended, and prepare production reports as requested.
  • Instruct employees in specific tasks and job techniques. Provide on the job training to Customer Service Representative to ensure Customer Service Representatives are fully trained and knowledgeable. Look for coaching opportunities. Provide a positive working environment. Provide praise to staff whenever possible.
  • Maintain a current knowledge base, and answer questions of employees on procedures, policies, directives, etc.
  • Report to Operations Manager on performance, progress, and training needs of employees, and any performance or behavior issues.
  • Approve leaves in short durations or for emergencies and time off requests.
  • Evaluate, promote, terminate employees, and work with the manager to make salary increase decisions.
  • Assist the Customer Service team in day-to-day problems and counseling.
  • Stay knowledgeable of current standards of technology and business processes.
  • Handle any type of Customer/Vendor escalated issues and complaints.
  • Advance the continuing development of staff through coaching, performance management, career planning, and mentoring activities.
  • Perform all duties of a Customer Service Representative, which include: entering and processing customer orders; preparing order acknowledgement forms, and packing slips; completing sales order processes and acknowledgement; expediting orders with purchasing; notifying internal departments of customer related issues; and responding to follow up questions from customers on orders and back orders.
  • Be upbeat and positive. Personally ensure customers enjoy working with our company.
  • Other duties as assigned.

Job Requirements:

  • Ability to work onsite.
  • Minimum 7 years office related Customer Service experience, with call center and order processing experience preferred.
  • Minimum of 3 years supervisory experience.
  • High School diploma or equivalent. An AA degree preferred, or the equivalent of college coursework with experience.
  • Excellent facilitation skills and the ability to quickly assess the team’s strengths and weaknesses.
  • Ability to build rapport and a supportive atmosphere for constructive feedback.
  • Proven verbal skills and strong written communication skills in a business environment.
  • Requires excellent interpersonal, communication, and organization skills. Ability to work well with people. Ability to interface successfully with customers, vendors, co-workers and management. Must be able to collaborate and interact successfully with customers, managers and co-workers.
  • Excellent computer knowledge, including MS Word, Excel, Outlook, and internet. Experience with business software programs preferred. Must type at least 45 wpm and perform 10-key by touch.
  • Requires excellent organization skills, a high level of attention to detail and accuracy with excellent problem solving skills and good judgment.
  • Must be able to work in a fast paced environment, learn new things quickly, handle multiple tasks, and prioritize responsibly.
  • Must have good math, reading, writing and spelling skills. Must be able to communicate clearly and effectively in the English language, verbally and in writing.
  • Must be self-motivated to work independently, as well as work well on a team. Must be results-oriented with a demonstrated track record of success.
  • Must have strong attendance record and work ethic, and maintain a positive attitude at all times.
  • Must demonstrate the ability to navigate through multiple screens and applications, with speed and accuracy.
  • Excellent proven prompt attendance is required, and maintaining a consistent, strong, and accurate work effort throughout the day.

Hours:

This is a full time, hourly paid position. Monday through Friday, 7:30 a.m. - 4:00 p.m. Hours may vary as needed based on business needs. This position does not normally require overtime, evening, or weekend work, but may on occasions, when approved.

Salary/Benefits:

The hourly pay range is $24.60 - $34.40 per hour plus an excellent benefit package. Competitive pay rate will be commensurate with experience. This position includes generous medical, dental, vision, and life insurance plans, a 401(k) plan with Company match, paid vacation, sick leave, and 10 paid holidays.

About Ted Pella, Inc.:

Ted Pella, Inc. has been serving the global microscopy community with instrumentation and supplies for over 56 years. We have been in Redding, CA for over 37 years. We sell to the entire USA and all around the world both directly and through a large distributor network. We are a healthy company, growing even throughout uncertain economic times. Visit our web site at https://www.tedpella.com. We are a family-owned and operated Company, with a professional and friendly atmosphere.

About the Location:

We are situated in beautiful Redding, CA, an area well-known for outdoor recreation, including hiking, biking, boating, fishing, hunting and snow sports. We are surrounded by National Parks, the second-largest reservoir in CA, and plenty of mountains, lakes and streams. Our area offers a nice balance of small city life nestled in a rural recreational setting. https://www.visitredding.com

To apply please send cover letter, resume with complete work history, and salary requirements to [email protected]. Ted Pella Inc. is an equal employment opportunity employer.