Customer Service Supervisor

ASR Group is the world's largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In Europe, the company owns and operates sugar refineries in England and Portugal. ASR Group also owns and operates mills in Mexico and Belize. The company's brand portfolio includes the leading brands Domino, C&H, Redpath, Tate & Lyle, Lyle's and Sidul.

OVERVIEW

The Customer Service Supervisor a strong leader who supports their team initiatives through upholding the organization Vision & Strategy while exemplifying professionalism in all aspects of their role. Imperative attention to detail and time management is required. Leading the team by overseeing the timely, efficient and high-quality order fulfilment process, the Supervisor is accountable to meet the team Key Performance Metrics for their respective teams. TheCustomer Service Supervisor ensures their team provides timely, efficient and high-quality order fulfilment within 4-8 hours of receipt of orders when all processing requirements are within our department's control. Additionally, the Supervisor oversees and directs the timely, high-quality response to all customer inquiries received by their team. Responses should be predominantly within 1 hour or less of receipt and full resolution should be within 2-4 hours when the customer request is within the control of our department. Responsibilities include the development of employees through coaching and training; empowering employees to work collaboratively to develop continuous improvement; development and implementation of processes to improve inventory control and order fulfillment, as well as resolution of specific customer issues at all facilities. The individual drives alignment with cross-functional partners such as Sales, Distribution, Transportation, Planning, and our 3PL providers as well as Quality and facilitating the upfront data gathering activity for Customer Complaints. The role will be tactical with input on strategy and have daily responsibilities as well as project work as needed. A key function of this role is to provide leadership to the Customer Service team and to ensure that the team is up to date with training, and to empower the team to be collaborative and quick to find solutions and responses for our US Customers.

DETAILED ROLES & RESPONSIBILITIES

• Executes Director's vision & strategy with the team
• Drives team Improvements including automation and process improvements where applicable
• Holds team accountable for their response times, quality of responses and timely order entry
• Accountable for Key Performance Metrics for their own team
• Develop, lead, mentor and motivate a team of Customer Service Specialists.
• Responsible for on-boarding process of new customers service specialists and ongoing training/ education of Customer Service Specialists including development of Standard Operating Procedures and Protocols for Training, Managing Workloads and communicating with internal and external business partners.
• Supervise Customer Service activities such as the order fulfilment process, contract management, and order automation.
• Implement workload optimization changes across the Customer Service Team to ensure quality of process.
• Distributes and monitors product allocation. Works with planning and sales to understand allocation need.
• Developing and implementing strategies to optimize customer service processes.
• Develop and implement cross training of the specialists to provide back up and best practice knowledge, including development and sustaining knowledge base about customers
• Accountable for sharing Customer Service reporting with specialists and supporting internal improvement of OTIF delivery and Order Automation
• Escalates CES issues
• Ensures that team has information and resources required to do their job
• Holds team accountable to order accuracy and process adherence within the team through audits
• Enforces governance of standard processes
• Active internal communication of customer priorities to ensure the right activities are implemented internally to deliver consistently and robust service during times of normal and constrained supply
• Develops play book/ training for customer service, including processes, reporting and analytics
• Will have "On Call" after hours responsibility of one weekend every 4-6 weeks as needed and on some Holidays
• Support customer order entry process for limited customers or backfill CSR team when needed

• Additional Responsibilities / Duties
  
  
  
  • Maintain strong coordination with Planning to provide support for customer needs.
  • Esker Administrator for US Customer Service along with Manager and other Supervisors
  • Monitor fill rate and OTIF performance for team of CSRs.
  • Ensure Order accuracy, contract / spot record accuracy for customer orders within team.
  • Develops expertise in product portfolio and educates CSRs
  • Develop skills in staff/ career progression
  • Address performance problems according to the company policy
  
  
  
  

WORK EXPERIENCES

• Previous customer supply / sales experience in a challenging environment
• Sales experience or supply chain experience in a dynamic multinational production company
• Experience of working with internal and external customers
• Experience of working with major US Grocery companies

EDUCATION REQUIREMENTS

• Bachelor's degree required preferably in related discipline; however, a combination of related supply chain customer service training and experience may be considered an equivalent.

SUPERVISORY RESPONSIBILITY

• Sr. Customer Service Specialists
• Customer Service Specialists

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Self-starting and highly proactive.
• Strong relationship builder with good influencing skills and the ability to create customer centric collaborative plans.
• An ability to learn quickly and work cross functionally with people at all levels of ASR Group and the customer organisation.
• Strong analytical skills - can carry out root cause management to improve customer service level.
• Continuous improvement mind set.
• High level of computer literacy (particularly Excel and SAP)
• FMCG/ CPG commercial understanding and attitude / approach
• Ability to prioritise and allocate time effectively.

LOCATION OF ROLE

• Baltimore

Salary Range- $61,000 - 114,000

The pay rate for the successful candidate will depend on the candidate's qualifications and prior experience.

Benefits include healthcare (medical, dental, vision, prescription drugs) available the first of the month following 30 days of employment, 401(k) with match, life insurance, AD&D, short-term disability, vacation, holiday, and sick time.

We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, genderidentity, age,nationalorigin, disability, veteranstatusorany other category protected under federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.