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Customer Service Supervisor

Company: Cobham
Location: Prescott
Posted on: November 2, 2019

Job Description:

SunIRef:it Customer Service Supervisor Cobham 200 reviews - Prescott, AZ Cobham 200 reviews Read what people are saying about working here. Location US-Arizona-Prescott Date Posted 25 Oct 2019 Cobham is seeking a Customer Service Supervisor. Responsibilities will include delivering a customer focused approach within the business and will lead the account management team/activity and take ownership of the customer order book. This positions in located in Prescott, Arizona. Key Responsibilities: This role will be responsible for the transaction of orders efficiently and effectively by enforcing greater ownership and accountability across the value streams and into other business functions. The Customer Service Supervisor will be responsible for creating and maintaining a premium Customer Service Department. This challenging position involves scheduling, directing and overseeing the daily workload of several Key Account Managers and Customer Service Coordinators. This role will provide training and guidance related to processes and is will be involved in recommending and implementing process improvements. The individual must possess excellent interpersonal skills, effective speaking and customer service skills to both build and maintain positive customer relationships. Must have exceptional problem solving skills, be able to work with facts and figures and carry out a variety of sales and administrative duties in a fast paced environment. Possess strong team leadership, dedicated work ethic and strong focus on customer satisfaction. Supervises the daily workload for the department including coaching staff members and resolving problems. Serves as a resource for non-routine questions and issues, referring the most complex issues to higher levels. Acts as a role model for leading change and excellence in customer service. Helps to establish work procedures and standards to increase efficiency and effectiveness, documenting through the WMS system. Takes on continuous improvement projects as needed, monitoring progress of projects to ensure they are complete on time and improvement goals are met. Oversees the cross-functional order acceptance process (PORT/Oracle) ensuring timely responses, resolving issues and making recommendations for improvement. Supports and keeps department metrics to achieve goals, pull data and track for daily/monthly analysis as required. Responsible for training new hires; create and maintaining associated training tools and references as appropriate. Makes recommendation for balanced workload assignments and job responsibilities ensuring dept. efficiency. Reviews/Captures open customer feedback for resolution and provide direction for complex issues. Tracks department training and represents inside sales on the Training Committee. Responsible for administering annual performance reviews for direct reports. Manages and corrects individual performance of each team member. Lead organizational and departmental meetings to seek updates and progress on outstanding issues and report key performance indicators as required. Complies with and upholds the Cobham Code of Business Conduct, Ethics, SHE policies and company standards; other duties as assigned. Implement and manage a key performance culture with regular review of metrics and improvement actions. Minimum Requirements: Demonstrable experience of customer oriented service environment. Demonstrable experience of managing and leading a team. Good customer service & telephone manners required . Ability to build rapport with customers over the phone and through email. Excellent interpersonal skills and legible handwriting. Good data entry skills with ability to accurately type 40 wpm. Proficient with all MS Office suite of products. Associates Degree. This position requires access to technology, materials, software or hardware that is controlled by export laws of the US. In order to be eligible you must be either a US Citizen or Permanent Resident. Preferred Qualifications: Knowledge of ERP/order entry, CRM and Microsoft computer systems. Business Operations, Systems and Processes. Extensive user experience of business systems for sales order processing and management. Excellence in customer service. Bachelor's Degree. Cobham's values of Trust, Talent and Technology have driven us from our launch in 1934 by Sir Alan Cobham, an aviation innovator, to becoming a global leader in state-of-the-art aerospace and defense systems. And it's the insights of our innovators today that will secure our collective future. Innovators like you. Cobham is one of the world's leading companies engaged in the development, delivery and support of leading-edge aerospace and defense systems in the air, on land and at sea. Our clients and partners trust Cobham to deliver the mission-critical technology they need, and we trust our employees to draw on their ingenuity and passion to deliver those solutions. This leads to an empowering culture for our people. Our Leadership team is open, sharing plans for the next five years, driving retention by offering demanding, exciting work, and providing full guidance and mentoring. Cobham is an Equal Opportunity/Affirmative Action Employer and embraces diversity in our employee population. It is the policy of Cobham to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or genetic information. Cobham will refrain from discharging, or otherwise discriminating against, employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants. To see all of our latest opportunities and for consideration please visit ********************** Cobham - Today report job - original job

Keywords: Cobham, Prescott , Customer Service Supervisor, Hospitality & Tourism , Prescott, Arizona

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