Job Description
Colder Products Company (CPC) is the leading provider of quick disconnect couplings, fittings and connectors for plastic tubing. At CPC, we believe that fluid handling should be safe and easy. We engineer our connection solutions to improve the overall functionality and design of equipment and processes for the life sciences, industrial, and chemical handling markets. Special features of our products include precise hose barbs for superior grip, built-in shutoff valves for preventing spills, and easy-to-use, push-button thumb latches for quick connecting and disconnecting. CPC is a Dover company based in St. Paul with global offices and operations in Europe and Asia.As Global Customer and Service Fulfillment (CSF) Supervisor you will lead the onsite CSF team to meet service levels, review and process order entry and return authorizations, coordinate orders and shipments for on-time delivery, and engage in a high touch customer service environment. Key customers will be European based along with handling orders incoming and outgoing to Asia, North America and other locations.
Collaborate extensively with CSF counterparts across Asia and North America offices on process improvements and coordinate customer deliveries. Supervisory responsibilities for a team of CSF specialists and representatives who manage all CPC customer types (distributors and OEMs in the biopharma, medical, industrial and chemical industries).
Essential Responsibilities
- Ensure that the team is completing work on time, accurately and following assigned processes
- Participate and make recommendations for global processes and improvements across the organization
- Recognize gaps in process / policy at department and company level
- Develop department and cross-functional processes for enhanced customer experiences
- Make escalated decisions around: product allocations, returns and credits
- Complete team management processes including:Interviewing, evaluating, and hiring candidates as needed Completing annual performance appraisals Performance management tasks Regular coaching and 1:1 meeting with employees
- Own work stream performance and non-delivery metrics
- Answer questions from customers and RSMs related to specific orders/transactions. Questions may include – product availability/delivery, custom product updates, billing, pricing, audit, basic product information, website functionality.
- Complete communications in a timely, thorough manner
- Make consistent decisions utilizing process and policy guidelines. Make customer concessions when needed for customer satisfaction.
- Work closely with Business Unit Managers, Directors, Sales Directors to ensure customer satisfaction and process alignment
- Gain alignment with Operations, Engineering and product managers on trends and specific customer impacting issues related to component availability, production, and shipping
- Bachelor's Degree in business, marketing, communications, supply chain or commensurate experience
- 5+ years in customer service
- Excellent interpersonal and communication skills, including a command of business English
- Advanced skills in data analytics and MS Excel
- 3+ years of Oracle Experience or other ERP Systems
- 5+ years of experience customer communications, problem solving and decision making
- Current experience of supervising 3 or more direct reports -
- May include up to 5%
Competitive rates of pay with benefits.
Hybrid flexible working conditions.View More