.This role will supervise the day-to-day customer service operations, including inquiries, problem resolution, account maintenance, surveys, reporting, and sales activities. This individual should be able to balance supervising while functioning as a customer service representative. They should be willing to provide service and support that exceeds our customer expectations.Responsibilities:Monitor and assign work to customer service representatives, while performing all tasks of a customer service representative.Process and follow orders in AS400: Partial orders, system orders, credit card orders, drop ship.Answer and return all phone calls from our distributors.Fill out change and purchase orders as necessary.Limit past due orders in the system.Receive and answer inquiries from customers, sales staff, other internal departments, and vendors. Use judgment and diplomacy to handle complaints, make adjustments, answer or initiate correspondence, and perform all other duties involving public contact.Able to identify where new processes need to be created. Create project teams within the group to develop new processes and procedures.Has responsibility for implementing compliance procedures with federal and state regulations.Train and coach Customer Service Representatives to improve call handling, systems knowledge, and communications skills. Proactively provide informal and formal performance feedback to Customer Service Representatives.Collaborate with Customer Service & cross-functional teams to identify best practices and document action items to address performance below established targets.Works closely with customer service management and Sales relaying dissatisfied customer situations.Ensures that customers are filling out documentation (purchase orders, License forms, etc.) appropriately and accurately.Provide a delightful experience for customers ordering Rauland-Borg product systems. Has the ability to go above and beyond for our customers.Maintain a relationship with multiple Freight forwarders that meet our needs to serve our customers.Maintain knowledge and certifications for international shipping regulations. Helps develop appropriate processes that meet the needs of our international customers.Ability to use knowledge from current systems (AS400) and adapt new policies and procedures for new systems.Performs end-user screening by asking for end user information on purchase orders. Able to verify end users of product along with asking for ultimate destination for orders.Actively work with distributors to enhance customer satisfaction.Assists with Marketing to perform surveys over the phone in regards to overall experiences of our product lines and service.Corresponding with sales team to coordinate show materials arriving on time.Coordinate with internal staff over multiple departments to process custom parts appropriately.Coordinates with distributors the best options for both parties to meet the needs of the end customer