Customer Service Supervisor Export, Protective & Marine Coatings USCA - Remote Eligible

Customer Service Supervisor

We're hiring a Customer Service Supervisor to support our PMC export team's customers at PPG. The supervisor will help to supervise a team of export Customer Support Representatives within the Protective and Marine (PMC) division at PPG. You will report to a Customer Service Manager. This is a remote position.

Key Responsibilities

1. Supervise, train and/or mentor activities of customer service export team as needed.
2. Assist and respond to escalations of export customer questions and/or complaints via phone, email, and chat in a timely and professional manner.
3. Assist in management of account load of customers and partner with commercial sales team for growth and success.
4. Collaborate with other departments to resolve complex issues and improve customer satisfaction.
5. Gain solid understanding of our business unit policies, systems, procedures and objectives.
6. Responsible for creation and development of customer support materials, such as FAQs and help guides.
7. Support of team on daily review and updating of orders, priority lists, customer and file maintenance.
8. Tracking of metrics, goal alignment and progress.
9. Working with planning, scheduling, production and shipping to ensure on-time shipments and manage inventory in a cost-effective manner.
10. Coordinate and provide after-hours/weekend support on as needed basis for emergency situations where customer service is required.
11. This person will serve as Export Control Coordinator (ECC) supporting PMC USCA Segment SBU.

Qualifications

• Experience in export compliance and export order management processes
• 2+ years of customer service supervisory experience preferred
• 4+ years of customer service supervisory experience for manufacturing clients preferred
• Experience with high volume of data entry with low error rate
• Oral and written English communication skills
• Detail oriented

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply. Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.