Customer Service Supervisor

Overview

Responsible for the supervision and continuous improvement of the order fulfillment and customer service processes. This role shall also support the team by processing customer orders and interacting with customers, brokers and sales team stakeholders.

Responsibilities

• Monitor customer order fulfilment and escalate potential shortfalls to meet customer expectations.

• Monitor customer KPIs and escalate opportunities

• Track and report customer chargebacks/penalties

• Monitor service calls to observe employee's demeanor, technical accuracy.

• Work closely with distribution leadership to ensure customer fulfillment and to proactively problem solve to meet customer expectations

• Recommends corrective services to adjust broker complaints.

• Answers questions about service

• Process (keys) in orders that do not come EDI.

• Adjusts errors and complaints.

• Follows up with broker/customers to see that complaint was satisfactorily resolved.

• Confers with other supervisory or managerial personnel to recommend changes in order to avoid recurring broker complaints.

• Work closely with Accounting Dept personnel in regard to credit issues for customers.

• Work closely with Logistics personnel in regard to carrier issues for customers.

• Backup EDI transmission on a daily basis and clean up orders.

• Handle special project(s)/task per manager’s request.

• Work on pricing/deal promotions discrepancies with sales dept.

• Oversee customer service dept operations in the absence of manager.

• Matches bills of lading after orders are shipped.

• Checks deals & adjustments with what the broker is asking for and informs the Sales dept. if they do not match. Uses problem-solving skills to analyze various situations.

• Interacts with the warehouses, brokers and the Sales Department. Prepares return authorizations.

• Works with carriers-also tenders orders to the carriers

• Works on Accessorial fees in ALC system for carriers

• Runs reports (end of month orders to be invoiced, truckload reports)

Qualifications

Required Qualifications:

• Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• 3-5 years’ experience in a customer service role; 2 years in supervisory role.

Pay Range

USD $77,000.00 - USD $90,000.00 /Yr.

About Us

OUR FOUNDER, MOMOFUKU ANDO There is only one company that can rightfully claim the Pinnacle of Noodledom. Only one company whose founder, faced with a Japanese food shortage after WWII, invented instant ramen and sparked a 3-minute global revolution. Only one whose spirit of innovation continues to provide simple, nourishing delight to billions of people. Only one that has been loved around the world for more than 60 years. There is only one Nissin Foods. NISSIN IN THE U.S. On a trip to the U.S. in 1966, Mr. Ando noticed Americans curiously eating forkfuls of noodles out of cups, instead of using bowls and chopsticks. With that simple observation, the worldwide Cup Noodles® phenomenon was born. Shortly after, Nissin officially put down its roots in the U.S. In 1972, our Gardena, CA, plant started production of Top Ramen®—the first instant ramen manufactured and sold in the U.S. And ever since, Nissin Foods USA has launched a continuous stream of new and innovative products for hungry, noodle-loving Americans. WHY NISSIN? Nissin Foods celebrates diversity and inclusion both in our brands and how we do business. Why? Innovation is best driven by diverse perspectives, which create unique results. Respect, steady professional growth, and quality work make our team stronger. We welcome quality folks to join Team Nissin and fulfill our mission to “make people happy by creating delicious, convenient and value-oriented Asian-inspired meal solutions.” If you celebrate innovation and love noodles, you belong here!