The Customer Service Supervisor efficiently and professionally manages the Customer Service group in North America, including Export Customer Service Representatives (CSR).ESSENTIAL DUTIES AND RESPONSIBILITIESManages and supports customer service representatives in daily activities including assigning tasks, monitoring workload, and ensuring phone coverage (Responsible for overseeing CSRs including approving time, vacation requests, goal setting, and performance management).Trains new employees and retrains existing associates in established Customer Service processes, procedures and systems.Establishes and monitors key performance measures and metrics for Customer Services processes, procedures, and systems.Works with production, purchasing sales, shipping and other relevant personnel to resolve missing or delayed shipments.Enters, edits, and/or deletes orders in SAP system.Maintains, revises, updates customer profiles and quotations utilizing Salesforce Initiates and monitors customer requests for quotation.Monitors expected delivery dates and communicates same to customers and sales, including delays.Follows up with customers to ensure satisfaction.Enters, reviews, and monitors customer complaints to conclusion.Communicates requirements and coordinate issues with departments with Supply Chain as needed.Promotes DWK products to customers to increase sales.Reviews terms and conditions for each customer contract or purchase order.Resolves credit issues working with DWK Finance.Comprehends the impact or effect of not conforming with DWK's Quality Management System.EDUCATION and/or EXPERIENCEUndergraduate Degree or equivalent experience*.3+ years of Customer Service, Sales, or other similar experience*.Excellent spoken and written English language skills.Team Leadership experience.Strong ability to use MS Office and SAP.Strong customer focus including proper telephone and email etiquette.Demonstrated ability to manage conflict and interact well with others#J-18808-Ljbffr