Customer Service Supervisor (Ft)

• Perform as a Customer Service Representative, as needed.
• Serve as the first point of escalation for CSRs on complex matters.
• Provide day-to-day supervision of and work review for local CSRs; scheduling work, ensuring compliance with Customer Service procedures, facilitating collaboration across the organization; interviewing, hiring and training employees; planning, assigning, and directing work; coaching and mentoring; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• In collaboration with other departments, optimize customer satisfaction and profitability by: 
  • Scheduling and prioritization of orders;
  • Initiating specification additions, changes, and deletions;
  • Initiating written notifications of manufacturing changes to customers;
  • Verifying complex customer data, sample work orders and credit memos; and
  • Creating and reviewing backlog report and various reports for plant operations.
• Extract, Synthesize, and Analyze key data to proactively generate reports for management that support with KPI’s from the Customer Service function and individual CSRs. 
• These reports may vary by business unit/division/product line, but some examples may include: 
  • Sales, over time and against budget;
  • Customer engagement rates;
  • On-time, in-full delivery statistics;
  • Complaint and resolution statistics;
  • Margin analyses;
  • Voice of Customer/ Customer Service feedback; and
  • Additional KPI’s to drive better understanding of customer’s needs and shape strategy moving forward.
• Monitor and help manage Finished Goods to make sure things are leaving the warehouse in a timely manner while continuing to reduce overall Finished Goods dollars.
• Establish and maintain appropriate stock levels for Make to Stock/Make to Hold accounts with the CSR’s.
• Monitor and manage the CSR’s proper understanding of customer orders to ensure accurate Production Forecast against sales forecast and open orders. Monitor for the fluctuation of increased customer sales and notify the appropriate parties to ensure complete customer satisfaction.
• Maintain accounts, manage opportunities, and identify areas for sales growth.
• Broadly collaborate with other CSS’s, sales professionals and other functional team members.

• At least five (5) years of experience managing/leading a team required.
• Four years of experience in Customer Service or sales within a manufacturing organization, or comparable position.
• Demonstrated success leading others in support of Customer Service objectives.
• Knowledge of the plastics industry and plastic materials highly preferred.
• Demonstrated ability to remain calm under pressure and effectively handle stressful situations with customers.
• Excellent communication skills. Able to fully communicate issues / opportunities / results back through the organization and with customers, most often by telephone and email.
• Exceptional ability to multi-task, prioritize, and manage one’s own time effectively.
• Bachelor’s degree preferred, but not required.

TekniPlex is a globally integrated company that provides innovative solutions through materials science and manufacturing technologies.A global leader in the Healthcare and Consumer Product markets, TekniPlex provides medical device components and a multitude of material science solutions that lead to a healthier and more sustainable world. Its solutions are found in some of the most well-known names in the Healthcare, Personal Care, Household, and Food and Beverage markets.Headquartered in Wayne, Pennsylvania, TekniPlex employs 7,000 people throughout its operations in Belgium, Brazil, Canada, China, Colombia, Costa Rica, Germany, India, Italy, Mexico, Northern Ireland and the United States.Tekni-Plex Rewards:At Tekni-Plex, we value all of our people across the globe.  We strive to provide a work environment that leads to your professional fulfillment.  Since fulfillment means something different to everyone, the rewards that Tekni-Plex provides globally are appropriately diverse and suited to help you perform your best inside and outside the company.  We offer a full complement of valuable Health, Wellness, and Welfare benefits which include:--Medical, Dental, and Vision--Life and Disability--401(k) and Match--Wellness Program including EAP--Pay for Performance philosophy