Job Opening/HIRING - Customer Service Associate with Epicor Experience, HOUSTON, TX
Email inquires to: adela.williams@thevmcgroup.com - Visit our website: www.thevmcgroup.com
Position Summary
The Customer Service Supervisor is responsible for ensuring accurate, comprehensive and timely responses to internal and external customers.
Job Responsibilities
Ensure customers and sales reps are provided with accurate and timely responses with respect to:
• Order entry, quotes, and responsiveness to inquiries via telephone and email
• Ensure customer service policies and procedures are proactively established, updated and maintained
Facilitate interdepartmental communication to achieve customer service objectives
• Develops and nurtures proactive relationships with Manufacturing, Purchasing, Operations, Shop, Shipping, Engineering, and Sales to ensure workflow is timely and accurate and customer satisfaction is achieved
• Proactively communicate with all departments to ensure systems are updated with new products, product #’s, pricing etc…
Evaluates reporting of customer service activity to establish and measure goals, objectives, and productivity
• Ensures contact management system is updated accurately, comprehensively and timely
Responsible for handing high volume email, phone calls, and order entry - Manage Customer Relationships
Supervise the Department
• Supervise department staff with respect to strategic and proactive hiring, performance management, disciplinary action and termination of employment practices.
• Identifies and provides coaching, mentoring, and training to enhance employee professional development and add value to the company.
• Customer service training is to focus on interdepartmental interactions, products and procedures, company and customer history, and how to prioritize work
Knowledge/Skills/Abilities
• Proficient in Microsoft Office
• Knowledge of Epicor ERP Systems
Competencies
• Strong interpersonal skills with a proactive approach to customer service
• Excellent verbal and written communication skills
• Proven ability to communicate tactfully regardless of the circumstances at all levels.
• Critical thinking and creative problem solving skills combined with sound judgment
• Strong Organizational Detail orientation skills
Minimum Qualifications
• BA degree preferred
• Experience in manufacturing preferred
• 5 years supervisory experience in a customer service or order entry environment