Customer Service Supv

Distribution Customer Service Supervisor

The Distribution Customer Service Supervisor directs, administers, and manages all aspects of office operations and works closely with the Customer Service Representatives (CSR’s) regarding all aspects of account administration.

Responsibilities

• Supervises CSR and office staff on a day-to-day basis.
• Ensures that all CSR’s are trained in data entry, reporting, and the use of WMS and Excel-based tracking tools.
• Coordinates closely with customer service staff to maintain and grow a high level of customer satisfaction through open communication with customers, operations, and senior management.
• Distributes procedures and ensures proper training for appropriate personnel after initial account procedures have been completed.
• Reviews standard operating procedures (SOP) for improvement and ensures production and inventory control processes (including FIFO and Kanban) are followed.
• Directs all accounts payable activities, including the purchase requisition process and payable voucher process, in accordance with corporate standards.
• Directs all accounts receivable activities, including collection efforts and review of billing issues/errors; supports billing approvals for VAS and other customer charges.
• Ensures that weekend and month-end closings are complete and that all daily and weekly production and inventory reports (including LTR, Flash, and storage reports) are submitted accurately and on time.
• Produces month-end accounting reports and Flash within the time limit as set forth by Accounting, and coordinates end-of-month efforts to ensure transactional and accessorial billings are completed.
• Runs and reviews open shipment reports from the WMS; monitors daily, weekly, and monthly report accuracy and reconciles discrepancies as needed.
• Tracks inventory for all clients, including goods received, shipped, and adjusted, ensuring accurate audit trails are maintained within the WMS.
• Coordinates and oversees inventory cycle counts, investigates variances, and ensures proper reconciliation of discrepancies; manages offsite inventory as required.
• Directs all payroll preparation efforts and assures that payroll checks are accurate and on time. Maintains all payroll records in a confidential and organized manner.
• Coordinates closely with CSR’s to ensure a proper audit trail of all customer inventory and billing transactions is maintained.
• Reviews or audits assigned personnel to check all transactions prior to being finalized; audits weekly activity records to ensure accurate productivity.
• Coordinates the distribution of corporate materials as necessary.
• Assists the General Manager in developing vacation schedules, work schedules, and annual review schedules.
• Prepares and maintains management reports as required, including production, LTR, and storage data summaries.
• Assists with monitoring and coordinating rework projects and provides clients with regular updates as needed.
• Performs duties or projects as assigned by the General Manager.

Qualifications

• At least 1-2 years of similar experience
• Computer applications including MS Office
• Computer applications using warehouse operating system desired
• Excellent customer service skills
• Excellent analytical and mathematical skills
• Excellent oral and written communication skills
• Excellent supervisory skills
• Excellent training skills
• Must be able to work in varying facility conditions
• Ability and availability to work irregular or extended hours including nights, weekends, and holidays as needed.

NFI is an equal opportunity employer and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process.

Profit Center PC-6704