Customer Service Supervisor

Date: Dec 27, 2023

Location:

Pendergrass, GA, US, 30567

Company: DEUTZ Corporation

Customer Service Supervisor

Location:
Pendergrass xChange

Working hours:

DEUTZ is one of the world’s leading manufacturers of innovative drive systems. Its core competences are the development, production, distribution and servicing of diesel, gas and electric drivetrains for professional applications that is used in construction equipment, agricultural machinery, material handling equipment, stationary equipment, commercial vehicles, rail vehicles and other applications.
Job Summary

POSITION SUMMARY:
The Customer Service Supervisor will provide support to our Customer Service sales department and our DEUTZ Xchange customers, as well as those within the organization, by deploying various customer solutions to improve customer experience and streamline customer interaction. Coordinate the handling of difficult and/or unusual situations with internal and external customers.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The Customer Service Supervisor be responsible for, but not limited to, the following duties:

Supervisory Responsibilities:

• Maintaining excellent customer communication via the Ticket System.
• Customer assistance with order entry, back orders, order expediting, pricing updates, engine availability, and other specific needs pertaining to DCX in SAP system.
• Provide exceptional support on such items as return requests, material replacements, credits, and other duties related to Customer Service.
• High degree of direct customer interfacing to identify appropriate customer solutions in a timely manner with utmost professionalism.
• Prepare and research various sales order reports.
• Develop and maintain relationships with all customer’s logistics carries, to ensure timely and cost-efficient shipping.
• Must have the ability to identify, analyze, and enhance processes that may need to be created or improved upon.
• Train and support department staff on how to do their job in an efficient way.
• Assign daily task to Customer service team.
• Learn, develop, and train personnel on new processes passed down.
• Invoicing, credits, debits, (transactions $10K and greater)
• Negotiate sales price based on different factors (order volume, competition, etc.) Other
• duties and responsibilities as assigned.

Tasks within duty position:

• Assign task to others in the department.
• Assist distributors, dealers, rental houses, and end users with determining proper engine for their application.
• Determine source of replacement engine to fill customer orders as quickly as possible.
• Set stock levels for high runners.
• Work with ULM to determine part numbers.
• Work with Engineering to develop new BOMs for customer solution.
• Assign JIRA task for creation of new part numbers.
• Maintain stock and build/order activity for large customers; AGCO, JLG.
• Research order, shipping, and billing orders for correction through returns and credits.
• Perform all duties of the department in others absence.
• Develop departmental procedures with CSS manager.

Tasks performed outside of duty position:

Production / Engineering tasks

• Find production solutions to overcome shortages and allow customer orders to be filled on time.

• Develop product to meet market needs.
• Find alternate product to overcome stock shortages.
• BOM comparisons for customer solutions

Perform warehouse duties as needed to satisfy customer needs.

• Pull and pack parts for shipping.
• Locate engines, determine reason for loss.
• Set up carriers for prepaid shipments.

Travel Demands: Anticipated domestic and international travel is approximately 10% depending on business needs.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
EDUCATION/EXPERIENCE:

Required

Preferred

Description

Bachelor’s degree in business, Supply Chain or related field, or equivalent combination of experience and education

Working knowledge and experience with SAP.

Ability to organize and prioritize in a fast-paced environment.

Excellent Customer Service and conflict solving skills.

ADDITIONAL REQUIRED SKILLS:

• Excellent communication skills.
• Computer literate. Proficient use of Microsoft Office (Excel, Word).
• Service oriented.
• Critical thinking - able to organize and prioritize. Excellent time management skills.
• Strong personal work ethic; an honest and straightforward manner.
• Self-motivated, energetic, "can-do" attitude in a fast-moving environment.

LANGUAGE ABILITY:
Read and comprehend simple instructions, short correspondence and memos. Write simple correspondence. Effectively present information in one-on-one and small group situations to customers, clients and other employees.
MATHEMATICAL ABILITY:
Add and subtract two digit numbers and multiply/divide with 10's and 100's. Perform these operations using units of American money and weight measurement, volume and distance.
REASONING ABILITY:
Define problems, collect data, establish facts and draw valid conclusions. Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

WORK ENVIRONMENT:**
The work environment characteristics described here represent those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Warehouse environment – fluctuations in temperature. Able to work in extreme temperatures of hot and cold.
• Workshop/Warehouse environment – working with and around equipment such as forklifts to move heavy items throughout the warehouse.

EEO Statement
DEUTZ is an equal opportunity employer and considers all applicants for employment based on merit, competence, performance, and business needs. We do not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their race, color, sex, gender identity or expression, age, religion, creed, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state, or local law. In addition to complying with all applicable laws, DEUTZ also has a strong corporate commitment to inclusion.

Nearest Major Market: Atlanta