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Form of workMilton CAT is seeking a highly driven leader to be our Customer Service Supervisor. This position will be responsible for building, coaching and training a team of 3 to 5 Customer Service Representatives. The purpose of the Customer Service Team is to create an exceptional experience when reaching out to or interacting with Milton CAT customers. The perfect candidate will be highly organized, have the ability to provide an exceptional customer experience and be able to work in a fast-paced technology driven environment.
Responsibilities- Supervise, direct and develop Customer Service personnel and operations to drive efficiencies and promote an excellent customer experience.
- Organize, communicate and delegate the responsibilities and priorities of the Customer Service Team to ensure the successful operation of the parts department.
- Manage the processing of claims for order shortages/overages with CAT.
- Shared responsibility with warehouse and parts counter supervisors to verify that the proper procedures are in place and followed to include, kiosk clean outs, returns for all parts (cores, warranty, new), warehouse pickup stations.
- Supervise the communication process with customers regarding all credits and returns including damaged and no value cores.
- Oversee the process of EMR returns and communicate as needed with work tool and distribution departments.
- Learn and coach the use of electronic and technology tools including, WMS, ERP, PartsStore, eBiz, PCC, scanners, etc.
- Effectively communicate and resolve all customer service issues in a timely and professional manner.
- Continually seek to increase knowledge of parts, components, equipment and services offered to enhance total department and company productivity.
- Lead by example in all safe work practices and procedures and verify assigned personnel are knowledgeable and following such practices and procedures.
- Weekend availability is required.
- Work on other projects as assigned by the Supervisor/Manager.
- 3+ Years in a customer service type roll required
- Minimum of 1 year of supervisory/management experience strongly preferred.
- Experience in supply support systems (automotive, heavy-duty equipment parts, or similar industries is a plus).
- Solid Leadership skills.
- Strong communication skills, with an innate ability to lead, motivate and coach.
- Focused, strong organizational skills.
- Excellent customer service skills and a winning attitude (retail experience is a plus)
This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties.
Resumes that are mailed, emailed or hand-delivered to Milton CAT or any employee will not be considered. You must apply online. A background check and drug test are required as part of our pre-employment process.
Milton CAT is an equal opportunity employer that values the strength diversity brings to the workplace. We encourage applications from individuals with disabilities, minorities, veterans, and women. Applicants receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, sexual orientation, gender identity, handicap, disability, veteran status, genetic data, or other legally protected status. We base all employment decisions to further this principle of equal employment opportunity. VEVRAA Federal Contractor. EEO/AA employer. Milton CAT is a Drug-Free workplace.
Employment Type: FULL_TIME
