Customer Service Supervisor

Join Tarkett a global leader in innovation flooring solutions and sports surfaces. We believe our entrepreneurial culture is what differentiates us from the competition. So if youve got what it takes we invite you to CHANGE THE GAME WITH US!

CUSTOMER SERVICE SUPERVISOR

The Customer Services Supervisor is primarily responsible for supporting assigned Customer Service Representatives in an effort to provide effective customer service for commercial and/or residential customers. Uses mastery of products and processes to answer assigned teams questions address escalated customer concerns and motivate/coach to provide superior service.

Responsibilities

• Apply policies procedures and guidelines appropriately and set the example for communication skills work ethic and judgment.
• Own continuity of customer care for your team through coordination and approval of team member vacation schedules ensuring coverage at all business times and resolving escalated issues.
• Conduct regular 1 on 1 communications with assigned team members to ensure understanding and achievement of goals to include weekly call calibrations results. Work with Customer Service Manager to create and administer development plans where necessary.
• Lead motivate and develop customer service team to deliver exceptional service.
• Help identify training gaps and work with CSM to designate necessary training to support team
  • Perform reporting activities and root cause analysis to identify issues and propose a course of action
  • Assign LinkedIn Learning courses and monitor completion of team members
• Manage reporting for the department to include:
  • Run weekly reports to track CRM resolved cases resolved rate and response times
  • Run ININ reports to track call abandonment average handling time response time etc.
  • Monitor weekly deduction reports to resolve open statements with AP
  • Track KPIs on time to resolve deductions freight damage lost in transit incorrect sold to or billed to detail
  • Review order book details and order intake report daily
  • Monitor and analyze Deduction RCA OTIF RCA credit request approvals. Work with teams to evaluate root cause and determine next steps.
• Utilize progressive discipline to manage personnel issues with CSM assistance
• Maintain coaching logs for both developmental as well as disciplinary meetings
• Display fluent knowledge in Customer Care processes executed by Customer Service Representatives including:
  • Ability to process all customer orders received by: EDI telephone fax email and mail through order entry systems (SAP Web Portals) efficiently and error free.
  • Ability to manage customer inquiries including but not limited to: order status product information stock availability delivery and shipment information freight quotes account status sales programs referral to local Tarkett Distributors or other Departments (billing credit freight) as well as product line knowledge.
• Act as a subject matter expert (SME) by answering transactional questions from the team and solving complicated issues.
  • Lead the onboarding of new distributors as well as train the CSRs to support new distributors
• Handle escalated calls from the team when the customer requests next level intervention.
• Work with CSM to help foster positive relationships with both internal and external customers to improve the customer experience.
• Help to balance workload by assisting team members with their daily account activities when they fall behind or are away from the office.
• Ensure assigned team resolves customer issues in a timely manner including: claims complaints and more complex service requests.
• Represent Customer Service in interdepartmental projects and activities to include:
  • Work with Planners and Transportations to coordinate shipments and loads
  • Work with Logistics team daily to troubleshoot research and resolve issues
  • Hold weekly/monthly Distributor meeting to discuss lead time delays distributor concerns project orders and overall company performance to ensure customer satisfaction
  • Proactively work with Planning teams to ensure materials are completed for projects in a timely manner (OTIF)
  • Participate in 360 Meetings with Distributor Sales Customer Service to ensure open dialogue between parties
  • Take special project order requests from RVPs DVPs etc. and see them through
• Own quantity contracts: Keep up with how many we have inventory and who is responsible for monitoring
• Manage all National Accounts: Ensure they are getting the appropriate amount of attention and information needed to process is received
• Manage Business Manager Sales Orders (BMSO) to ensure they are being entered and inventory is maintained for specific accounts
• Monitor and track all CRM Mailboxes to ensure response time to customers; weekly reporting of activity

• Act as the manager in the absence of the CSM.
• All other duties as assigned.

Desired skills and experience

• Bachelors degree in Business or related field preferred.
• Minimum of five years of experience in an account management or business-to-business customer service role.
• At least one year of experience in a supervisory role with multiple direct reports.
• Ability to apply problem solving techniques to resolve advanced customer issues.
• Strong customer orientation.
• Ability to motivate teams and set the example as a strong team player.
• Ability to work effectively with cross-functional departments including but not limited to Pricing Sales Administration Logistics Finance Quality Marketing Distribution and Field Sales Force.
• Intermediate-expert user of MS Office.
• Excellent computer navigation skills required.
• Ability to operate with little direction.
• Positive and energetic attitude. Embraces change.
• Exposure to ERP/SAP preferred.

This description is a general statement of duties and responsibilities performed on a regular and continuous basis. This description is not intended to be all inclusive and other related duties may be assigned.

Come and see how life is at Tarkett!

What We Offer

• A commitment that Safety is #1

• Competitive benefits pay and retirement plan options!

• Career growth stability and flexible work arrangements.

Responsible Manufacturing Protecting Our Planet for the Future

• We utilize renewable energy and a closed loop recycled water process.

• We are committed to reducing greenhouse emissions and water consumption.

• We are the only flooring company recognized by the Asthma and Allergy foundation.

Who we are:

With a history of 140 years Tarkett is a worldwide leader in innovative flooring and sport surface solutions with 12000 employees and 34 industrial sites. Offering a wide range of products including vinyl linoleum rubber carpet wood laminate artificial turf and athletic tracks. The Group serves customers in more than 100 countries across the globe.

Committed to change the game with circular economy and to reducing its carbon footprint the Group has implemented an eco-innovation strategy based on Cradle to Cradle principles fully aligned with its Tarkett Human-Conscious Design approach.

Tarkett is listed on Euronext (Compartment B ISIN FR000ticker: TKTT).

Tarkett is an equal opportunity employer. We value diversity in backgrounds and in experiences and promote an inclusive workplace where all employees can perform at their best.