Customer Service Supervisor

Univar Dublin , OH 43016

Posted 2 months ago

Apply from inside the Univar IT network Apply from outside of the Univar IT network

Title: Customer Service Supervisor

Location:

Dublin, OH, US, 43016

Company: Univar Solutions USA

Requisition ID: 11813

Want to work for a company that is reimagining distribution? Join Univar Solutions, the premier global distributor of chemicals and ingredients. Our goal is to function as a direct extension of our customers' teams; to serve as an ally in their quest of business success.

At Univar Solutions, we're building on our more than 90 years of experience and drawing on deep resources inventory and logistics experts, scientists, PhDs, procurement, customer service, sales and marketers-to deliver consultative services and an unmatched portfolio to solve customers' formulation and operational challenges. When you work for Univar Solutions, you'll play an important role in shaping how we deliver more than chemical and ingredients.

The Customer Solutions Supervisor will be responsible for frontline supervision, coaching, and managing of a Customer Solutions team to delivery exceptional 'customer experience' with Univar Solutions. As the Supervisor, you will develop and maintain strong professional relationships with customers, sales teams, and any/all internal supply chain partner as well as external service/supply partners to accomplish the mission. As a Supervisor you will be expected lead the development of partnerships, the building of both trust and credibility for long-term business growth, the measurement and focus on business profitability, and the unwavering commitment to the company's goals of safety, compliance, and code of conduct.

Responsibilities:

Specific job tasks include, but are not limited to:

  • Supervisor Ownership

  • Actively supervises Team, which includes interviewing, onboarding, training and reviewing performance in addition to day-to-day monitoring of team performance. Will work closely with various departments within Univar Solutions, including but not limited to, purchasing, credit, Inside Sales, and plants to resolve escalated order issues and delays.

  • Manages workload for the Team. Monthly review of sales order counts, inbound and outbound calls, and re-distributes work as necessary. Utilizes metrics from the team to drive success and aligns with the business.

  • Measures work through standard work audits, call scoring, side by side coaching, metric review, and annual performance management process. Addresses performance gaps through coaching, corrective management and performance improvement plans when necessary

  • Contributes expertise to improve systems and tools and participates in SAP testing

  • Manages special reports asked of the business including but not limited to daily, weekly, monthly Unbilled, Open Billing Doc, credit/debits, Releasing NCARs, DZ analysis, Returns and strategic account plans. Work closely with the Account Manager/DM to provide the tools needed to create, manage and meet their account budgets and Reports to management as needed

  • Ensures departmental satisfaction by managing key business relationships and consistently delivering value added service; provides a positive and professional customer experience at all times.

  • Issue Resolution

  • Acts as first point of contact for transactional questions and escalated business concerns. Escalates to Manager as necessary.

  • Communicates customer feedback to management including any signs of dissatisfaction.

  • Ensures customer satisfaction by managing key business relationships and consistently delivering on commitments and value; provides a positive and professional customer experience at all times; and is responsible for the Customer Satisfaction metrics used by the business.

  • Partners with designated sales team members to foster strong customer relationships in an effort to grow the business, notifies Managers/Sellers of customer intelligence, inconsistencies in customer behavior and identifies improvement opportunities.

  • Works as a liaison with various departments within Univar Solutions, including but not limited to, Purchasing, Credit, Plants, Master Data, PLM, and IT to resolve order issues and/or system issues

  • Able to provide root cause analysis to prevent future occurrences of any and all issues.

  • Internal Ownership and Special Projects

  • Enforces and/or defines standard work procedures and oversees New Customers orders from inception to close.

  • Participation in Univar Solutions Leadership training

  • Work with management to drive a culture of "Together We Win" through ensuring safety, compliance and training requirements are adhered to

  • Travels as required

Qualifications

  • Bachelor's Degree in Business, Marketing, or related field preferred

  • 5+ years of experience in customer solutions, marketing, sales, or related roles required; experience in customer operations with a history in customer service and customer support transformation preferred

  • Demonstrated experience leading a team to execute goals and objectives

  • Excel at SAP (or other ERP systems) and Salesforce experience a must

  • Proficiency with MS Office Suite

  • Successful candidates will strive for the highest level of customer satisfaction and will have the desire and ability to nurture relationships with customers and sales teams

  • Excellent communication skills

  • Expert of coaching, team building and motivational skills

  • Strong organizational and time management skills

  • Must be able to demonstrate ability to prioritize, problem-solve and multi-task

  • Ability to work independently as well as assist team members in processing more complex issues

  • Must be approachable, open to new ideas, self-driven, committed to success, and eager to lead when no clear direction is given

Competencies

The successful candidate shows the ability of advanced to expert level capability in the following competencies:

  • Product Knowledge

  • Issue Diagnosis

  • Call/E-mail Management

  • Next Issue Avoidance

  • Professional Communication

  • Personality Flexing

  • Positive Language

  • Advocacy

  • Alternative positioning

Univar Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification.

We offer comprehensive benefits to employees including medical, dental, STD, LTD and life insurance, 401k, generous PTO and much more.


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