International Customer Service Supervisor

WHO WE ARE:

How will transportation and mobility evolve? What will the vehicle of the future look like – and how will those vehicles be repaired? How can the next chapter of your career contribute to solving these transportation challenges and more?

Transtar Industries is on a mission to simplify complex vehicle repair to keep the world moving.

We are a leading automotive parts distributor represented across the U.S., Puerto Rico, and Canada, and through patent-winning software and technology, we are revolutionizing our industry.

What has remained constant throughout our 45-year history of transformation is our dedication to our customers, our team members, and to the values on which Transtar was founded: Commitment, Humility, Optimism, Integrity, and Respect.

A career with Transtar offers the opportunity to make an impact within a rapidly growing organization – the chance to learn, lead, collaborate, and connect with other solutions-oriented, forward-thinking professionals. We invest meaningfully in training and development, empowering you to build your future alongside ours and shape a career unique to your talents, interest, and purpose.

THE OPPORTUNITY:

This position will be responsible for leading a team of Customer Service Representatives across international markets to ensure all customer inquiries are resolved promptly, completely and with a high degree of customer satisfaction. You will leverage all management tools used to measure team performance, training programs and communication tools to elevate your team to higher standards of excellence and help influence our culture to new levels.

This person will work directly with members of the Sales, Purchasing, Warehouse & Inventory Management Teams to improve order Fill Rates – providing team members with various reporting to maximize International order Fill Rates. They will act as a Warehouse Liaison meeting with warehouse colleagues to organize and direct them to prioritize Int’l orders.

The ideal candidate prioritizes operational excellence, is results oriented and possesses good communication skills both written and verbal. This is a hybrid position in our Walton Hills, OH corporate office.

RESPONSIBILITIES:

• Ensure all Customer Service Representatives (CSR) answer incoming phone calls, emails and chat messages from customers promptly and per company policy/expectations
• Process all International orders
• Develop strategies to move customers onto self-serve resources, such as own ecommerce ordering platform, website, etc
• Provide packing instructions to warehouse and establish time-lines for order processing.
• Slot orders in warehouse establishing order in which shipments should be packaged & manage the workflow of orders for the warehouse on a daily basis
• Submit to purchasing special orders for non-stocking items
• Logistic coordination & scheduling of all shipments (parcel / Air / Ocean / Container / courier, etc.) –
• Review orders for errors and handle invoicing for Int’l Shipments
• Provide all export documentation
• Troubleshoot issues that may arise.
• Keep up to date on all training programs, which include processes, policies and new products
• Work with inside/outside sales reps to ensure order requirements are met
• Maintain Customer Master File w/ Shipping instructions for all Int’l customers
• Review & approve freight payment bills.
• Customer follow-up to ensure excellent experience
• Review, research, and prepare credit notes from customers & sales reps
• Work closely with the credit and AR departments to ensure customer accounts are managed correctly
• Assist with AR departments in collections & communication of payments from customer invoices/credits
• Develop workflows, procedures and best practices
• Provide guidance to and coverage for Export Coordinators when out
• Other duties as assigned

KEY QUALIFICATIONS:

• Preferred 5-10 years’ experience leading teams of a similar nature – Customer Service, shipping, logistics
• Preferred 5-10 years’ experience coaching and developing teams
• Bachelor’s degree or equivalent experience preferred

PREFERRED QUALIFICATIONS

• Excellent written and verbal communication skills
• Ability to deal with ambiguity and drive for results
• Experience using systems tools such as JDE, SAP, EDI, Microsoft, etc
• Ability to take charge, be self-starter and strong organizational skills
• Must have strategic agility, organizational ability, and successful track record for building effective teams.
• Thinks operationally and strategically, analyzes issues, uses sound judgment, generates new ideas/goes beyond the status quo
• Influence and motivate others, coach and develop, foster teamwork, steps forward to address difficult issues, provides clear direction, and champions change

WORK ENVIROMENT:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS:

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