Customer Service Supervisor jobs in Oklahoma City, OK

At ACE Thermal Systems we design, engineer, and manufacture high-performance environmental control systems (ECS) and components for the aerospace market.

The Customer Service Supervisor will be responsible for being the first line of escalated communication with ACE’s high-level customers via phone, email and in person. This position provides support and guidance to team members, efficient and proactive customer service and support for their own customers, and will work with operations, quality, supply chain, accounting, and shipping to achieve business objectives.

Responsibilities consist of managing customer relationships, answering customer questions or concerns, entering orders into the ERP database, maintaining customer records in Salesforce, and developing strong customer relationships. The Customer Service Supervisor serves as a team lead, provides coaching, is a point of escalation, and guides less experienced team members. This role will be responsible for developing and managing direct reports through real-time feedback, 1-on-1 meetings, and performance reviews. Applicant must have excellent written and oral communication skills, analytical skills, interpersonal skills, and customer service experience.

Duties and Responsibilities

• Is a product expert and understand each customer's needs to provide proactive real time, effective solutions and deliver exceptional customer service.

• Respond to and resolves escalated issues and/or unique or complex requests from customers.

• Develop and mature strong long-term customer relationships.

• Develop and maintain long-term order forecasts for all assigned customer accounts.

• Coaches, guides and serves as a point of escalation for less experienced team members.

• Troubleshoot customer service issues and address internally to completion.

• Provide coverage for team members and department manager as needed.

• Delegate for department Manager for different tasks or issues that may arise.

• Lead special projects as required.

• Enter, maintain, and track customer orders in ERP.

• Enter and maintain customer records in Salesforce CRM.

• Lead daily and weekly reports for the CRS Team.

• Develop processes to streamline workflow and to enhance customer experience and satisfaction.

• Update and publish annual price lists for all customers.

• Assist in establishing new contracts or renewing existing contracts with major customers.

• Develop constructive working relationships with all internal stakeholders.

• Follow up on all activities and processes until successfully completed.

• Supervise department in all day-to-day activities.

• Provide assistance to department Manager for collecting, maintaining, and reporting selected departmental metrics (OTD, S&OP, annual forecast, etc.).

• Ensure departmental adherence to Signia values, drive accountability within the department, and support leadership team in reaching company goals.

Key Competences

• Excellent customer service skills for internal and external customers.

• Exceptional leader and coach

• High level attention to detail and accuracy.

• Advanced organizational skills including documentation and record keeping abilities.

• Capable of analyzing and reporting information.

• Exceptional Computer Skills and Microsoft Excel Experience.

• Ability to prioritize and handle multiple deadlines under pressure.

• High level of integrity and the ability to thrive in a fast paced, high volume, and team environment.

• Able to travel domestically up to 10%.

Required Qualifications

• Experience: 5 years of related customer service or contracts.

• High school diploma or General Education Degree required (GED)

• BS / BA degree is preferred.

This job description should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant unless it would present an undue hardship for the employer.