Customer Service Supervisor

Overview:

The Central Order Supervisor (COS) assists in overseeing the Central Order Team and is part of the Customer Service Department. The COS is responsible for the day-to-day order management of Emsers national accounts within the Builder Commercial Retail and Mass Merchant/e-Commerce segments. Additional responsibilities include order administration of branch high-volume-transaction accounts as well as occasional branch folder and phone coverage. The overall mandate for this role and for the Customer Service Department is to provide external/internal customers with an effortless customer experience with the ultimate goal of achieving customer service excellence. This position reports to the Central Order Manager.

The Central Order Team is positioned as a next-level service model providing a single-point of contact for high volume; multiple location customers. The Central Order Team is expected to be the solution for branch teams and customers through utilizing an in-depth knowledge of company systems order processes products and service programs; as well as maintains a high level of productivity and accuracy.

General Focus and Scope of Responsibility:

The primary objective of the COS is to supervise the Central Order team within Emsers Customer Service Department. That includes processing orders as needed issuing credits handling customer escalations monitoring customer email folders for accuracy and timely responses reviewing open order reports to avoid delays in shipment auditing orders for pricing adherence and excessive price overrides sourcing material product knowledge training EDI (Electronic Data Interchange) support Emser Online support Sales Order Automation (IntelliChief) support Ticketing system and Knowledge Base management and for overseeing the reconciliation process involved in short pays.

The COS will also:

• Be an advocate for Company initiatives and for following Company procedures and policies
• Participate in innovation by suggesting new and better processes and systems
• Set the example of professionalism through his / her respect for all team members and maintaining high ethical standards

Essential Duties and Responsibilities:

• Supervises central order personnel in meeting/exceeding important customer centric KPIs.
• Coordinates and monitors the daily work schedules and activities of Central Order team members; including payroll management time-off requests and CSR back-up support.
• Provides account coverage and work overflow support as needed i.e. processing orders issuing credits responding to customer emails answering phone calls providing EDI/Emser Online/Sales Order Automation software support etc.
• Partners with Central Order Managers to provide direction and guidance to Central Order team members.
• Ensures accurate entry of purchase orders pricing adherence and sourcing of materials within the JD Edwards ERP system.
• Monitors Sales Order Automation software (Capture/IntelliChief) purchase orders for image/text conversion issues and system errors.
• Acts as a liaison between Allocations Branch DC Sales and Transportation personnel when sourcing material and expediting shipments.
• Performs daily audits of customer group folders to ensure fast turnaround times on email communications and purchase order acknowledgements.
• Coaches and trains CSRs/Leads in the performance of central order tasks and responsibilities; including up-selling/cross-selling opportunities.
• Publishes Daily Productivity Reports and Performance Management Dashboards to the Central Order team.
• Occasionally partners with IT on testing new systems and system enhancements and when troubleshooting system-related issues to root-cause problems and identify solutions.
• Participates in the timely responses to social media posts regarding Use & Care Product Installation and 1-star customer reviews.
• Handles customer escalations as needed.
• Other duties as assigned.

Personal Performance Management

Participate in all required training conference calls and meetings and then disseminate information as directed; review all internal communications and implement procedural changes as required; utilize all productivity tools to manage personal productivity and ensure required job task completion.

Strive to achieve a working knowledge of and maintain competency in all essential job functions and related policies and procedures stated in this Job Description as well as any other tasks or duties as assigned by management.

Knowledge Skills and Abilities

The Central Order Supervisor COS must demonstrate a minimum level of proficiency in communication cognitive thinking and office equipment operations as well as the capacity to quickly learn any other skills required. Some examples of required proficiencies include but are not limited to reading writing and comprehending complex figures and text in the English language; ability to operate (with minimal training) basic office and inventory computer programs; ability to decipher extrapolate meaning from and compute (as directed) financial data required for day-to-day operations.

Physical Demands

Physical requirements of the position include walking standing reaching sitting stooping squatting kneeling and bending on a regular basis; ability to speak and hear; ability to visually detect product color and shading variation.

Working Conditions

Work conditions for Central Order Supervisors COSs include working in enclosed offices partially enclosed warehouse spaces and outdoors in all weather conditions including hot cold wet / dry weather. The work environment includes moving over and / or around obstacles on the ground and working in the vicinity of operating forklifts.

Emser is an equal opportunity employer and prohibits discrimination and harassment of any kind. Emser makes employment decisions on the basis of business needs job requirements individual qualifications and merit. Emser wants to have the best available people in every job. Therefore Emser does not permit its employees to harass discriminate or retaliate against other employees or applicants because of race color religion sex sexual orientation gender identity pregnancy national origin military and veteran status age physical or mental disability genetic characteristic reproductive health decisions family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment including but not limited to hiring training promotion discipline compensation benefits and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department.

Consistent with the Americans with Disabilities Act applicants may request accommodations needed to participate in the application process by contacting the Emser Tile Talent Acquisition Team at or .