Customer Operations Supervisor

Position Purpose:
The Supervisor of Customer Operations is accountable for leading the customer service activities for Old World Industries. This includes responsibility for the daily execution of the Customer Support processes of order management, account management, incoming call volume and daily issue resolution as well as the coaching and performance management of their respective team.

Duties, Tasks, and Responsibilities:

• Works with and supports Global Customer Operations leadership team in establishing best business practices, meeting KPI's and sustaining SLA's
• Lead and/or support efforts to develop and implement process and procedures based on best practices that enable the Customer Support team to perform their responsibilities in an efficient and cost savings manner
• Documents new procedures and set standards on necessary actions to ensure the timely delivery of product to customers and effective response to customer requests, problems and inquiries
• Responsible for supervising a team of up to 12 CSRs
• Ensures the team adheres to customer specific requirements for PO processing
• Monitor inbound workload daily that consist of but are not limited to; order processing, product returns, and resolving payment deductions thru CRM system and 3rd part portals
• Handle day-to-day issues and escalated customer service complaints
• Support and monitor individual and team KPI's from production volume to phone statistics on a daily, weekly, and monthly basis
• Ensure team is meeting current service level standards and administer clear metrics and targets
• Document and execute to various customer-based and organizational SLA's
• Provide day-to-day leadership coaching and direction to Customer Support team.
• Guide the team as they identify problems and work cross-functionally to implement solutions.
• Motivate and empower staff through effective and open communication, performance feedback and teambuilding
• Establishes themselves as the superuser for CRM, CISCO Phone and ERP systems
• Must possess ability to work and think in a cross-functional dynamic matrix environment
• Strong problem solving, prioritization and organizational skills with the ability to manage 1-2 simultaneous projects
• Build rapport and to strengthen communication link with various internal and external parties
• Responsible for special projects such as managing order control, volume and delayed orders reports
• Additional duties as assigned

Education, Skills and Abilities:

• Bachelor's Degree in Business/Supply Chain highly preferred
• 5+ years sales/customer service experience
• Excellent communication skills: oral and written
• Excellent time-management and prioritization skills
• Preferred PC skills such as; AS400, SAP, Salesforce, EDI and Microsoft Office Suite or other ERP/CRM and GUI based systems

This opportunity offers a competitive benefits package including:

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid identity theft insurance
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance

Old World Industries is among the largest privately held companies competing in the automotive aftermarket today. Built upon a 50-year history of ingenuity, the Northbrook, Illinois-based company is transforming the automotive, commercial and chemical industries that keep the world moving forward. Old World's brands include a full line of PEAK Performance Automotive Aftermarket Products including Antifreeze/Coolant, Washer Fluid, Lighting and Wiper Blades; BlueDEF Diesel Exhaust Fluid and Equipment; FINAL CHARGE PRO-SERIES Heavy Duty Extended Life Coolant, Fleet Charge SCA Precharged Heavy Duty Coolant and Thermal Charge Heat Transfer Fluid.