Customer Service Supervisor

Apache, a division of Motion Industries

Apache, division of Motion Industries’ salespeople provide the highest levels of technical support in the industry. Our Customer Service Representatives (Inside Sales) professionally represent the Company to our customers with the knowledge and skills to provide them the product or service they need. Apache, division of Motion Industries offers an excellent benefits package that includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick and holiday pay. This position supports our Apache division and will be located out of our Cedar Rapids IA work location.

We currently have a rewarding Customer Service Supervisor opportunity available.  This position directly supervises and maintains positive employee relations for department employees in accordance with the company’s policies and applicable laws. Responsible for team alignment to achieve goals with feedback on results; work planning, assignment and/or direction; coaching for expected behavior and performance; first round issue/conflict/complaint investigation and resolution/action; performance management including rewarding, coaching, and disciplining employees and assessment/appraisals; skill assessment and cross training plans; timekeeping review/approval, leave scheduling and attendance monitoring. Employees become eligible for a competitive benefits package, including medical, dental, and vision, PTO, and a 401(k) Savings Plan after 60 days of employment.

Essential Duties and Responsibilities

• Work with Customer Service Manager and fellow Inside Sales Supervisors to even workload between and within Inside Sales departments.
• Customer relations skills including but not limited to skillful listening, presentation, strong critical thinking and problem solving
• Monitor/evaluate performance metrics and spend time with employees to observe, ask questions, and coach to detect variations and improve quality and productivity measures.  Put corrective actions in place
• Identify training needs and conduct and/or delegate training on operating procedures and other work guidelines.
• Maintain a high level of communication with internal departments (e.g., Purchasing, Accounts Receivable) and coordinate with Outside Sales, Operations, and division leadership to achieve division goals.
• Identify and address critical issues within the area of responsibility.
• Report progress and discuss needs (e.g., equipment, labor) and issues with management as needed.
• Create and/or improve department processes in conjunction with other areas.  Facilitate change. Utilize lean tools and methodology.
• Provide assistance/guidance to Inside Sales and Outside Sales
• Facilitate communications on inquiries and orders; expedite orders/quotes; update customers as needed.
• Perform the duties of an Inside Sales Representative at times for customer responsiveness.
• Coordinate approval from Outside Sales and Sales Management on pricing levels that deviate from system pricing and RMA/CM requests.
• Manage Finesse Agent Manager tool for high coverage.
• Assist with inbound email management to meet customers’ response time requirements.
• Ensure Inside Sales follows ISO/quality guidelines and manages daily reporting.
• Provide buy/sell guidance on non-stock inquiries.
• Attend work regularly and predictably and uphold Company values in all work aspects.
• Occasional overnight travel will be required.
• Excellent verbal and written communication skills
• Occasionally required to lift and or move up to 25lbs

Education and/or Experience

• Associate degree and 5 years of leadership and successful sales experience or;
• Bachelor’s degree