Customer Service Supervisor
Humboldt, TN, US, 38343-5101
Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving three primary markets – passenger vehicle, commercial truck, and off-highway equipment – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.
Job Purpose
A customer service supervisor oversees, leads, and trains a company’s customer service staff. Customer service supervisors investigate and solve product and service complaints.
Job Duties and Responsibilities
• Manage a team of customer service professionals who assist customers with:
• Answer customer incoming calls
• Initiate new inquiries to the workflow
• Handles delivery improvement requests
• Handles unit down expedite requests
• Coordinates open order and back order follow-up with the plants and warehouses
• Enters new stock, unit down & export orders into ERP system
• Provides EDI support & resolves EDI reject errors
• EDI process knowledge
• Handles shipment tracking & PRO number requests
• Coordinates shortage, overage, damage claims and returns
• Works with sales and accounting to resolve debits, credits, and warranty related issues
• Handles document requests
• Resolves ASN issues
• Assists other groups as required
• Lead, train, develop the team to deliver world class results
• Develop metrics to drive toward continuous improvement
• Work with cross functional teams to recommend new product offerings, promotions, etc. to improve sales.
• Work with the field sales team to provide tools to help them better serve our customers.
Work Experience/Skill Requirements
• Clear understanding of Customer Service processes with a focus to continually define & improve
• Excellent analysis ability with root cause problem solving skills
• Ability to work with and develop high performing teams
• A passion to ensure customers are delighted with our service
• Ability to define and manage multiple projects
• Knowledge of Dana products a plus
• Good plant distribution knowledge
• Top oral & written communication skills
• Good organizational and planning skills
• EDI process knowledge
• Good telephone skills/conflict resolution skills
• Must possess ability to work flexible hours including overtime
Education Requirements
• 4 year college degree or equivalent work experience
• 5+ years customer service experience in a manufacturing/distribution environment
• Experience with business ERP systems (Oracle a plus) and Microsoft Office Suite
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Unsolicited Resumes from Third-Party Recruiters
Please note that as per Dana policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that Dana will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.