Customer Service Supervisor

Company description

Tessenderlo Kerley, Inc. is a company of diverse businesses unified by shared values and vision. We serve the agriculture, mining, industrial and water reclamation markets with a broad range of products and technologies, worldwide. Serving these customers well is a passion and a commitment-one which the people of Tessenderlo Kerley find rewarding, empowering and meaningful.

If you want the work you do to make a positive impact on the world in which we live, working alongside innovative, quality-focused people of vision, then Tessenderlo Kerley is the right place for you.

Job description

Tessenderlo Kerley is a dynamic and forward-thinking organization committed to providing exceptional customer service and satisfaction. Currently we are looking for a passionate and experienced Customer Service Supervisor to join our team and drive our customer service operations to new heights.

As the Lead Customer Service Specialist, you will supervise and lead a team of Customer Service Specialists through the entire Order to Cash (OTC) process. Your primary goal will be to develop and implement customer service policies and procedures that align with our business unit (BU) strategies, ensuring exceptional customer service and satisfaction. You will troubleshoot and resolve non-routine customer complaints professionally and promptly, manage major issues with orders, delivery dates, or services, and act as the Business Process Owner for OTC processes.

Key Responsibilities:

• Collaborate with supply chain leaders to support BU’s strategic direction as outlined in their 5-year strategy plans.
• Continuously evaluate the structure and processes of the customer service organization to meet and exceed internal and external customer requirements.
• Manage monthly reviews of consignment inventory levels with CV customers to ensure timely billing.
• Work proactively with ICT and customers to optimize the use of EDI for mutual benefit.
• Develop strategies with inventory and supply teams to ensure optimal order sourcing.
• Optimize the order entry process to handle over 40,000 orders annually with accuracy and responsiveness.
• Manage business processes, master data accuracy, and contracts for consignment programs.
• Collaborate with customers, sales personnel, and ICT to address non-standard process and system requests for new customers.
• Plan, organize, and manage departmental staff work to meet BU’s specific requirements.
• Investigate and resolve customer complaints by identifying root causes and implementing permanent solutions.
• Work with the planning and transportation groups to maintain an efficient and cost-effective rail fleet for consignment product transport.
• Develop and manage the annual departmental budget in collaboration with BUs and finance.
• Ensure compliance with SAP/Business processes, including invoicing, payables management, and credit terms administration.

Profile

Key Knowledge, Skills, and Behaviors:

• Degree and/or equivalent years of relevant experience.
• Strong administrative skills with high productivity and organization.
• Ability to develop innovative solutions beyond the CS department.
• Proficiency in computer applications (SAP, Excel, etc.).
• Positive attitude, excellent communication, and strong team player.

Offer

Why join Tessenderlo Kerley:

Working at Tessenderlo Kerley

Why Join Us?

• Work/life balance
• Fun and rewarding environment
• Learning, development and teamwork
• Community involvement/outreach
• Challenging and meaningful work

Benefits & Rewards:

• Medical-Dental-Vision-Prescription (Low employee premiums!)
• 401(k) plan with dollar-for-dollar matching up to the first 5% of employee contribution
• 401(k) company retirement contribution at year-end, up to 4% of annual base salary
• Short-term incentive awards based on measured performance criteria
• Life Insurance (2x annual base salary)
• Paid vacation and sick time, and 10 paid holidays per year
• Tuition Reimbursement: Up to $5,000 per calendar year (non-taxable)
• Adoption Assistance: Up to $7,500 in reimbursement assistance
• Paid maternity and parental time off
• Business Travel Life & Accident Insurance
• Flexible Spending Account
• Telemedicine program for you and your dependents
• Long-Term Disability insurance
• Company referral program

Tessenderlo Kerley, Inc. is part of Tessenderlo Group (Euronext: TESB), a global industrial group that focuses on agriculture, valorizing bio-residuals, machinery, mechanical engineering, electronics, energy, and industrial solutions for water management. At the heart of the strategy of Tessenderlo Group lies the conviction that “Every Molecule Counts.” In everything we do, we seek to further valorize and add value to our products and processes. For more information about Tessenderlo Group, please visit www.tessenderlo.com.

Tessenderlo Kerley, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.