Customer Service Supervisor

For 75 years, The Baker Company in Sanford, ME, has been at the forefront of developing innovative solutions for air containment, contamination control, and controlled environments. Our products, including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, offer unmatched user and product protection for various applications. We design and build the equipment that is used every day in cutting-edge biological and pharmaceutical research by some of the world's leading companies and research organizations.

The Customer Service Supervisor is responsible for supervising a team of customer service representatives, working with different functional groups to increase customer satisfaction with Baker products, and assist in establishing and improving the department’s key performance indicators (KPIs), policies and procedures.

In this role, the Customer Service Supervisor will train associates on company policies/procedures, develop new/improve existing work practices, and ensure proper utilization of ERP and CRM applications. They will work closely with sales and operations personnel to improve customer experience with Baker, our products, and services. The Customer Service Supervisor will lead training in product updates/changes as well as the customer solutions required for the operational support of new/existing products. This position requires hands-on training and the ability to provide directions to all service personnel and is responsible for developing a dynamic high-performance team.

DUTIES AND RESPONSIBILITIES

• Provides feedback to employees regarding job performance and uses the appraisal process to determine training needs, employee development, promotion and succession plans.
• Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards.
• Conduct associate performance appraisals on time (annually).
• Supports OEM partners, including processing quotes and purchase orders, inventory allocation and management.
• Responsible for an accurate forecast from OEM partners on a monthly and/or quarterly basis and working with the Operations team to ensure that inventory levels match the forecast.
• Works with the OEM Sales Management to ensure pricing and other contractual stipulations (payment terms, shipping etc.) are up to date in Bakers ERP and CRM systems post contract updates/execution.
• Solid understanding of the features and benefits of all products sold and serviced by the company.
• Mentors and trains the customer services processes and strategies to other personnel. Assess, recommend, and implement systems for managing customer service and after sales support.
• Ensures compliance with the company’s quality assurance program and company customer satisfaction programs to ensure the equitable resolution of customer complaints.
• Coordinate with the sales team to ensure all sales opportunities are properly specified, communicated to customer service and successfully transitioned quote and order entry.
• Establishes, reviews, and improves productivity measures and benchmark reports (as assigned).
• Manages customer concerns if they’re not satisfied with the suggested resolutions by the customer service representatives, will try to reach a more equitable resolution, diffuse difficult situations between customer service representatives and customers. Ensures customer complaints are resolved in a timely manner (e.g., Quotes, S.O., Case Calls).
• Understand the data & contributes to improvements in Baker’s customer service satisfactions surveys.
• Provides oversight of and is responsible for the successful administration and maintenance of terms and conditions associated with contractual agreements with general purchasing organizations and preferred customer pricing.
• Participates in department meetings to implement new and continuing training programs (OSHA and company safety standards, company policies/procedures).
• Communicates with other levels of Supervisors to ensure compliance with service standards and company policies.
• Manage relationships with external service providers / affiliates.
• Make every effort to focus on doing it right to make sure the customer is happy or satisfied with our units.
• Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
• Other duties as assigned.

KEY PERFORMANCE METRICS

• Customer satisfaction (internal/external)
• Customer service team goals/metrics
• Participation/leadership in companywide initiatives (Kaizen events, strategic deployment projects etc.)

PHYSICAL REQUIREMENTS

• Ability to sit for extended periods of time while working on a computer

MINIMUM REQUIREMENTS

• Bachelor's degree in Business required
• 5+ years prior experience in customer service
• Prior supervisory experience a plus
• Strong communication skills
• Working knowledge of the company computer systems and software (Epicor, Salesforce CPQ)
• Experience working with customers to service and support biomedical equipment for the life sciences
• Strong interpersonal skills, a high energy level, ambition, and demonstrated ability to solve problems
• Ability to work with customers, service representative, technical service representatives and 3

  rd

  party service providers

BENEFITS

• Medical
• Dental
• Health Reimbursement Account
• Flexible Spending Accounts
• Life and Disability Insurances
• 401(k)
• Company Profit Sharing Plan
• Gym Membership Reimbursement
• Paid Time Off
• And More!