Opportunity
The Supervisor – Customer Service leads the global customer service experience for the Robern brand, ensuring premium service across all sales channels. This role oversees order fulfillment and backlog management, supports internal sales teams, and drives continuous improvement in people, processes, and technology. Key responsibilities include ensuring audit compliance across pricing and financial processes, and training Customer Service Representatives to enhance productivity, product knowledge, and problem-solving capabilities.
Specific Responsibilities
Functional Skills
Process & Performance Management:
Develop and refine standard work procedures. Establish and communicate metrics to monitor and improve service performance.System & Technology Utilization:
Ensure effective use of SAP for business and accounting control. Lead implementation of technologies that enhance customer service capabilities.Team Leadership & Development:
Supervise and develop team members through training, feedback, and performance management. Mentor new associates and foster leadership maturity.Cross-Functional Collaboration:
Partner with Sales, Marketing, Manufacturing, and Supply Chain to align priorities with customer needs.Customer Experience & Brand Advocacy:
Track and communicate customer feedback. Promote the Robern brand through product and process expertise.Cost Management & Profitability:
Minimize freight and shipping costs within strategic guidelines to support profitability.Order Fulfillment & Backlog Management:
Lead the fulfillment of Robern orders by managing backlog and coordinating with supply chain, manufacturing, and logistics to ensure on-time delivery. Identify and resolve delivery issues and drive process improvements.Claims & Pricing Administration:
Oversee resolution of claims, deductions, audits, and pricing discrepancies. Ensure accurate billing and credit processing aligned with company policies.Service Optimization & Sales Support:
Balance cost and service to meet customer needs. Use negotiation and compromise to support sales conversion.Continuous Learning & Project Leadership:
Pursue self-development and lead initiatives to enhance the customer experience.Other Duties:
Perform additional responsibilities as assigned.
Competency-Based Actions
Set High Standards of Performance
Models the Robern brand attributes in written and oral communication.Takes ownership for own and customer actions.Helps the Robern Customer Service function achieve aggressive goals.Understands and accepts personal and team stretch objectives.
Focus on the End Customer
Uses customer feedback tracking to identify trends and opportunities for improvements in productivity and service.Provides support for service decisions made by the team. Suggests improvements.Maintains solid business relationships with internal and external decision makers and key influencers.
Build Trust
Build solid relationships with the Sales force and earn the reputation of "owning" the account.Knows when to compromise and when to stand firm.Demonstrates confidence in others when they are challenged and coaches on conflict resolution.Ensures confidentiality and approachability with all levels within the organization.Speaks in terms of "us" and "we" rather than "they" and "them."
Drive Continuous Improvement
Be a change agent that keeps our customer support in line with ever-changing business practices.Encourages and supports others in their improvement efforts.Identifies and utilizes measures and feedback processes to ensure desired improvement.Suggests viable improvements to reduce non-value-added processes.Partners with and educates customers to explain Robern processes and influence business results.Employs Kohler Operating System (KOS) tools in problem solving.