Customer Service Supervisor (Css)

Work Location

600 Vista Dr Sparta TN 38583

Job Summary

The Customer Service Supervisor position is located onsite at the Sparta plant. This role is responsible for the overall Customer Service for Altium Healthcare and will be knowledgeable and proficient in key areas of Supply Chain Management including Order Management, Scheduling, & Inventory Management, and will be accountable for driving success and continuous improvement across their team.

Essential Functions- Roles/Responsibilities

• Responsible for customer success and service for AHC. This should lead to high customer engagement, satisfaction, and loyalty.
• Lead and coach 5 Customer Service Representatives to create a high performing team.
• Function as a liaison between Customer Service and other departments to enhance customer satisfaction and ensure seamless coordination of activities across functions and departments (e.g., purchasing, production, engineering, etc.).
• Serve as a leader by driving strategic initiatives in AHC for Customer Loyalty team, ensuring 100% adoption of these initiatives.
• Leverage new solutions such as Call Center solution, Service Complaints, and Open Orders Portal to help drive both internal and external improvements.
• Determine the data, metrics, reports and processes that will help provide visibility to both internal and external stakeholders.
• Act as a point of contact for any escalations for Sparta Customer Service team.
• Create value for customers by ensuring clearly defined business outcomes. Build a “success plan” with appropriately identified objectives, stakeholders, milestones, risks, and metrics.
• Develop a Customer Contact Schedule and contact customers on a weekly basis.
• Develop and report on customer on-time service metrics.
• Drive resolution of quality issues from customers.
• Employs system metrics to measure plant Customer Service performance; analyze data and statistics, to make decisions.
• Responsible for making independent decisions representing day-to-day issues that do not require team discussion, input.
• Manage other duties as assigned by Altium leadership.

Required Education and Experience

• Bachelor’s degree in Supply Chain, Business, Engineering, or related disciplines.
• Solid Change Management Experience
• 5+ years’ experience in supply chain management or related field
• 3-5 years’ experience of leading and managing teams in a Call Center environment
• Detail oriented and excellent organizational and analytical skills.
• Great communication skills
• Proficient user of MS-Office Suite (Excel – Intermediate level, Microsoft Word, Powerpoint, SQL)
• 10% Travel

Preferred Education and Experience

• Experience with working in JD Edwards ERP system.
• Master’s Degree in Business, Supply Chain, or related discipline.

Job Type: Full-time

Pay: From $59,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• Supply chain management: 5 years (Preferred)
• leading and managing call center teams: 3 years (Preferred)
• Microsoft Office: 1 year (Preferred)
• JD Edwards: 1 year (Preferred)

Ability to Commute:

• Sparta, TN 38583 (Required)

Ability to Relocate:

• Sparta, TN 38583: Relocate before starting work (Required)

Work Location: In person