Supervisor, Customer Service at Premium Waters Inc

Qualifications:

• 5+ years of related work experience in customer service for a manufacturer is preferred.
• Experience with Retail Link is highly preferred
• Previous supervisory experience leading a team is highly preferred
• Strong facilitation and organizational skills are a must.
• Ability to lead teams in a positive and professional manner.
• Ability to multi-task and prioritize workload 
• Strong PC skills
• Must be proficient with Microsoft suite with emphasis on Outlook, Excel, and Teams
• Team Player with proven ability to work well under deadlines
• Strong attention to detail
• Superior communication skills (oral and written)
• Experience with Oracle JD Edwards is beneficial
• Able to work weekends and holidays as required to meet customer needs

Overview:

The positions’ primary responsibility will be to supervise and direct the Walmart Customer Service team and provide on-going direction and communication on all Walmart related matters. This includes resolving all service-related issues in a timely, efficient, and knowledgeable manner. The ideal candidate will have experience supervising a team with a high-volume workload in a fast- paced and demanding work environment. Must be self-motivated and take personal pride in their work and the work of others.  Building a cohesive, high-performance team, excellent communication, customer service skills, and solid problem-solving abilities will be necessary to be successful.

Responsibilities:

1. Supervise all the daily activities of Customer Service Account Specialists on the Walmart Support Team
2. In cooperation with the Manager, will oversee the hiring, termination, work schedule, training, performance reviews process, and provide on-going performance feedback to the team.
3. Utilize open order report to monitor past due loads and unscheduled loads
4. Provide support to the Walmart Business Development Managers for replenishment needs
5. Provide support in contesting OTIF fines
6. Supervise team and provide exceptional service to Walmart through timely and accurate communication
7. Manage reporting the status of all open orders to the customer when appropriate
8. Supervise and execute the daily load planning, ensuring scheduling and tracking for all Walmart loads. 
9. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal teams and external customers.
10. Supervises special or ongoing projects that are important to area/process improvement.
11. Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
12. Work closely with sales to understand and execute the Walmart plan.
13. Backup to the account specialist when needed
14. Some travel required

Non-Essential Job Duties:

• Will perform other related work as required
• In the absence of this employee, the direct manager or appointee will cover responsibilities

Work Environment:

This position will work within an office environment, with the potential for optional but limited work from home days.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Sitting

Approximately 80% of the time.

Standing

Approximately 10% of the time.

Walking

Approximately 10% of the time.  

Bending/stooping

Occasionally

Crouching

Occasionally

Pushing/Pulling

Occasionally

Lifting/Carrying up to 50 lbs.

Occasionally

Verbal communication

Frequently

Written communication

Frequently

Hearing normal conversation

Frequently

Sight, including near acuity and depth perception

Frequently