Customer Service Supervisor

As a part of Hexcel, we at ARC Technologies LLC are propelling the future of flight, energy generation, transportation, and recreation through excellence in advanced material solutions that create a better world. We proudly support our military through our product offerings. Whether you are a civilian, veteran, transitioning member, reservist, or military spouse, Hexcel is committed to supporting, including, and empowering you.

Where Local Community meets Global Opportunity

By joining our team, you will become part of a global community of peers dedicated to creating quality parts and materials. If you have integrity, accountability, a willingness to explore innovative ideas, and a desire to succeed, then ARC Technologies is the place for you.

Benefits

In addition to competitive medical, dental, vision, life, and disability insurance and robust paid time off, we offer the following:

• Hexcel 401k with company matching contribution.

• Employee stock purchase program

• Quarterly bonus potential

• Profit Sharing Program

• Paid Parental Leave

• Educational Assistance Program

• Prepaid group legal plan

As our Customer Service Supervisor in our Amesbury, MA location, you will be responsible for but not limited to the following obligations:

• Supervise Customer Service Representatives - ensure everyone follows standard procedures and processes. Drive usage of Hexcel CS Standards and help to define/improve standards and processes where applicable. Participate in site safety activities, promote safety in everything we do, and build a culture of safety within the team.

• Performance manages the team - creates SMART goals and provides ongoing coaching to achieve those goals. Creates a culture of process excellence and data stewardship, encouraging an environment of continuous learning and growth to take on new responsibilities and help the site be successful beyond the team's direct contributions.

• Work with local and international Sales Teams to achieve sales objectives and meet customer quotes and/or order requirements. Support CBT organization for their premier/managed accounts. Support tail accounts for assigned market segments.

• Coordinate RFQ activities with sales teams, including accurate, consistent pricing and lead time information within customer's requested timeframe. For quotes, recommend pricing to Sales/Marketing based upon history, costs, and current business conditions. Follow up with customers and revise quotes where appropriate to ensure quotes meet customers' needs with the intent of turning into sales.

• Review purchase orders and process subsequent sales orders to ensure sales orders are complete and accurate. Provide acknowledgements and issue discrepancy notices when applicable and drive follow-up accordingly. Monitor & analyze customer orders to ensure products are delivered on time and within contractual agreements. Delivery and Quality Issue management, handling change requests, and corrective actions.

• Communicate regularly with sales and manufacturing on quote, order, delivery and miscellaneous customer satisfaction actions and issues. Influence production and shipping schedules to meet the customer's needs. Communicates information, both written and verbal, clearly, concisely, and professionally.

• Understand and proactively provide accurate and timely information to customers regarding their orders, schedule changes, purchase order changes, shipping information, backlog, and any additional needs. Administer complex purchase orders/contracts according to terms and conditions, including change management and inventory management strategies.

• Continuously examine and improve processes by active participation in customer related and departmental processes/projects. Apply total quality improvement to all areas of responsibility to maximize efficiency of department.

• This is a working supervisor role, this person will supervise the team, but also contribute and not be afraid to roll up their sleeves to jump in. The supervisor should become adept at the tools used and be a reference to the team for training and process improvement.

• Drive accountability with the objective of exceeding the customer's expectations. Serve as the conduit between sales and customer service. Help Sales, Customer Service and our customers work more effectively, together.

Qualifications:

• Bachelor's degree required, Business or technical field preferred

• Direct and/or functional management experience managing others

• Demonstrated experience successfully leading Customer Service teams and processes; preferably teams of 5+

• Ability to create business processes

• Experience with international shipping, Export License management, REACH/ROHs Certificates, a plus

• Result-oriented with strong written and oral communication skills

• Demonstrated ability and analytical skills to evaluate and improve business processes

• Strong leadership ability; Self-motivated

• Ability to manage competing priorities

• Ability to build effective teams through coaching and collaboration

This position is restricted to U.S. citizens due to U.S. federal government contracts that require the employment of only persons who are U.S. citizens. Hexcel (NYSE: HXL) is a global leader in advanced composites technology, a leading producer of carbon fiber, and the world leader in honeycomb manufacturing for the commercial aerospace industry.

Hexcel is an Equal Opportunity Employer of Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, status as protected veteran, or any other protected class, gender identity, age, national origin, physical or mental disability, status as protected veteran, or any other protected class.