ATCC

  • Supervisor, Customer Support

    Job Locations US-VA-Manassas
    Job ID
    2018-2154
    Department
    Sales & Marketing
    Posted Date
    10/4/2018
  • Overview

    Founded in 1925, ATCC is a non-profit organization with a mission to acquire, authenticate, preserve, develop, standardize, and distribute biological materials and information for the advancement and application of scientific knowledge.


    The Supervisor, Customer Service selects, trains, coordinates and directs the activities of a Customer Service staff, in support of the permit, order confirmation and export documentation functions.  The incumbent ensures that prompt and timely service is provided to both internal and external customers and the processing of new account applications.   The Supervisor, Customer Service measures and records level of departmental accuracy. Incumbent reviews service procedures and ensures performance standards for productivity are met.  The Supervisor, Customer Service actively supports, complies with and enforces all ATCC corporate and program policies and procedures.

    Responsibilities

    1. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including employment decision (either directly or through recommendation) to include selection, training, performance evaluations, counseling, promotions and terminations of the Sales Confirmation and New Accounts staff.
    2. Sets priorities for the team to ensure task completion and KPI’s are met.
    3. Monitors performance and creates urgency to improve NPS results,
    4. Effectively manages cultural
    5. Assist with managing employee issues regarding attendance, performance, conduct, and deliver appropriate corrective action as needed.
    6. Responsible for coaching and developing team members in all areas of performance including, but not limited to: metrics and behaviors related to the customer experience. Coaching and development activities to include: listening to individual calls and providing feedback/coaching; facilitating one-on-one coaching sessions; facilitation of discussions on weekly/monthly achievement levels and goals to assigned team, and coaching team members to ensure improvement and efficient productivity is achieved.
    7. Ensure Service Level, backlog orders, and phone metrics goal are met.
    8. Ensures all orders are in compliance with Regulatory and Sales permits policies and procedures, implementing changes when necessary. 
    9. Works with the Senior Manager, Customer Service to develop, document, implement, and monitor training programs in regards to Regulatory Affairs regulations for the processing of orders, operational procedures, equipment usage, office safety, and customer service skills necessary to support the permit, confirmation, and export documentation functions. These activities must be in compliance with current ISO standards. Serves as a resource for staff questions and problems. 
    10. Audits and reports on accuracy within the department, recommending corrective actions and changes to procedures and processes to eliminate and/or improve such problems. 
    11. Monitors and reacts daily to Marketing Indicators Report on new order demand dollars and unshipped orders, regularly meeting with Production Planning, Inventory, Operations and QA, Compliance & BioSafety Departments.
    12. Monitors the addition of new items to the system and applies sales permit to those items as required, working in conjunction with Compliance and IT.
    13. Responds to customer inquiries and orders, resolving elevated customer contacts as needed. 
    14. Tracks number and types of customer complaints utilizing the Enterprise system for Call Records and offers remedies to reduce complaints. 
    15. Serves as a lead person between other interrelated programs to resolve missed ship date issues. 
    16. Monitors order comments, paperwork and shipping documents completed by staff as a daily routine to ensure quality and consistency to standards. 
    17. Advises staff of changes in procedures, prices and new products. 
    18. Prepares operational and statistical reports for the Senior Manager, Customer Services.  
    19. Confers with the Senior Manager, Customer Services to determine equipment, material, and human resource needs. 
    20. Functions as a back-up for the Senior Manager, Customer Service International Segment and/or Supervisor, Customer Service – Order Entry assuming duties as directed by the Director, Customer Services, as needed. 
    21. Performs other ancillary duties as assigned.  

    Qualifications

    Education and Experience:

    • A bachelor’s degree in business or related field with a minimum of five to seven years of customer service experience, to include two years supervisory experience, within a high volume customer contact environment, preferably in the bioscience or health care industry, is required.
    • Knowledge of international customers and distributors is preferred. Experience in a work environment with measured accuracy and productivity standards is also required. 
    • Applicable work experience may substitute in full or in part for education depending upon applicability. 
    • Proven supervisory experience a must. 
    • Pertinent ATCC experience with proven project or group leadership experience may be substituted for formal supervisory experience. 

    Knowledge, Skills and Abilities:

    • Excellent interpersonal skills
    • Above average writing and verbal communication skills for customer contacts, internal procedures and work instructions.
    • Demonstrated organizational, planning, and supervisory skills
    • Ability to communicate policies and work instructions effectively to staff
    • Demonstrated problem solving skills
    • Ability to work independently
    • Computer skills including spreadsheet, word processing and order entry systems
    • ACD reports exposure
    • Understanding of shipping documents, domestic and international

    ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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