Eastern Controls Inc., a manufacturer's representative partner of Endress+Hauser Inc., is looking for a dynamic Customer Service Supervisor to join their team in Edgemont, PA. The Customer Service Supervisor provides value through the oversight and direction of the inside sales and customer service teams. The position encourages a collaborative inter and intra-departmental approach from opportunity through fulfillment. The Customer Service Supervisor is a hands-on manager, leading by example to ensure an exceptional customer experience.

Inquiry to Order Management:

• Manages day-to-day activities of the department including administrative functions such as schedules and payroll review, etc.

• Reviews TDF support tickets daily to optimize workloads and manage the status of orders

• Works with outside sales to achieve the best possible margins when quoting customers

• Participates in recruitment and retention efforts, driving the succession planning initiatives for the department

• Participates in all staff training needs and recommends appropriate and personalized training and development initiatives

• Ensures established departmental and individual goals and objectives are met including participation in formulating up to date job descriptions for all direct reports

• Evaluates all SOP and workflow models for department and implements recommended changes as appropriate
  

Order Management to Fulfillment

• Manage the day-to-day activities
• Supports inter and intra-departmental collaboration, teamwork, and continuous process improvement via portal. Takes ownership to root cause occurrences
• Reviews TDF support tickets daily to optimize individual workloads and review status of all open processing orders (PO) for processing
• Ensures that ALL orders are entered timely and accurately into both the factory and ECIs platforms
• Provides oversite of the customer service team in the monitoring of all open orders from the PO receipt through shipment and ultimate customer satisfaction
• Participates in all staff training needs and recommends appropriate and personalized training and development initiatives
• Cultivates a team of energized and accountable employees
• Evaluates all SOP and workflow models for department and implements recommended changes as appropriate
• Ensures established departmental and individual goals and objectives are met.
  

Selling from the "Inside Out" (Disciplined Selling)

• Ensure all customer-facing direct reports understand our customer base and encourage expansion of potential sales opportunities
• Develops and administers a platform to ensure quotes are followed up on in a timely manner
• Provides value to the inside and outside sales department, the staff, and principals by establishing a responsive and knowledgeable Customer Service team
• Ensures exceptional customer experience and growth in support of principal targets
• Engages team to communicate in all forms with ECI customers and prospects on a regular basis (increasing customer touches)
• Engages in special projects
• Other duties as assigned.
  

Quailifications

• Bachelor's degree or equivalent years in similar industry

• 5 years of industry experience

• Familiarity with CRM systems

• Ability to problem-solve quickly and efficiently

• Passionate about providing an exceptional customer service experience

• Strong communication and interpersonal skills.
  

Company Info

For over 50 years, Eastern Controls has served as a trusted business partner for their customers by delivering technical excellence, outstanding service, and above-and-beyond support. It’s in their DNA. Eastern Controls works with customers in the Life Sciences, Power, Water & Wastewater, Chemical, Refinery, Food & Beverage, and other process-centered industries.