Customer Service Supervisor

SOLO Newport News, VA

Job Summary – Manage and supervise the customer service order desk.  


General Responsibilities:  Order Desk Services

 ·        Provide ongoing training to Customer Service personnel for phone call procedures encompassing call etiquette, product knowledge, product problem diagnosis, appropriate repair procedure(s) and repair part suggestions to fulfill customer requests

·        Have thorough understanding of all customer accounts. Assign and/or delegate account responsibilities to individual order desk coordinators as appropriate.

·        Answer customer phone calls, process orders, process Home Depot EDI orders.

·        Have working knowledge of export documentation, SOLO pricing, programs, promotions, sales reps and other topics related to the customer experience.

·        Working knowledge of SAP billing, EDI, web orders, and operation of printers. Perform updates to accommodate contract and pricing changes.

·        Work with shipping department when issues arise  

·        Provide management with a weekly update of sprayers ordered on the Early Bird Booking Program, as well as, any other significant orders received.

·        Communicate with technical services, purchase manager and customer on any back order issues.

·        Inform management of difficult problems arising with customers. Report incidents of conflict arising between the order desk and another department that are not in line with the goals of the company. For example- excessive shipping errors, continuous customer complaints of the same nature, or directions given by other staff that you do not know to be approved by management.

·        Have a working knowledge of closing procedures for day, month and year-end order processing.

·        Meet weekly with supervisor to provide department updates.

Knowledge, Skills & Abilities:

·        Ability to read and understand documents such as equipment and procedures manuals, reports and correspondence. 

·        Exceptional Customer Service Principles and Practices

·        Basic knowledge of Microsoft Office Programs

·        Strong troubleshooting and decision making skills

·        Leadership and Interpersonal skills to work and supervisor others effectively

·        Effective communication (oral and written), employee motivation, decision making, change management and negotiation skills

·        Ability to work well and quickly under pressure

·        Strong commitment to best in class customer service

·        Ability to organize, delegate and proof data.

·        Mathematical ability: addition, subtraction, multiplication, or division.

·        Computer skills to manage and process data for use by self and others using word processing and spreadsheet software programs.

·        Ability to use office machines such as a computer, scanner, calculator, typewriter, fax, photocopier and credit card machine.


Education & Experience:

High School diploma or GED; 4-5 years related experience or equivalent combination of education and experience

Physical Requirements:

Seeing: This individual must be able read instructions or diagrams and work with small machine parts, tools and equipment.

Hearing/Talking:  Must be able to communicate with others by means of spoken words. Must be able to follow verbal instructions. A large portion of the work day requires talking.

Sitting/Standing/Walking:  Must be able to maintain mobility.  This position requires the employee to stand for extended periods of time, on occasion. Sitting is for extended period of time.

Climbing/Reaching:  Climbing is not required in this position.  Major portions of the day require reaching for parts.

Bending/Stooping/Kneeling: Occasional bending/stooping or kneeling to obtain materials.  Fingering/Grasping/Feeling:  Must be able to use hands and fingers to work with parts, tools and equipment. Manual dexterity is essential to this position.   Lifting:  Frequent lifting of up to 25 pounds; infrequent lifting up to 50 pounds.


Work Environment:

Work is performed in both a manufacturing and office environment. Exposure to moving mechanical parts; moderate exposure to extreme heat/cold; hazardous chemicals; loud noises;  Appropriate safety equipment provided.

This position includes Healthcare Benefits, 401k and Holiday Pay.

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