The Customer Service Supervisor reports to the Commercial Manager and may be assigned to different projects as business needs dictate. The position is located at our Hidden Lake facility in Duncan, SC.

The primary objective of the Customer Service Supervisor is to supervise and manage the activities of customer service as it seeks to assist customers and agents with all aspects of the sales process for products supplied by AFL into various markets. The incumbent will be involved in all phases of the sales process from quotes, orders, shipments, complaints, payment issues and improvement.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES

1. Supervise people in various market teams.  Supervise the activities of customer service representatives, ensuring the effective support of customers and the utilization of resources. Responsible for the development, evaluation and careers of direct reports.
2. Maintains and Improve processes.  Responsible for the execution and continuous improvements of the various processes involving customer service to ensure the effective support of customers and sales agents.
3. Customer relations / support.  Continuously support the development of effective relationships with customers. Includes both proactive activities and reactions to problems / issues such that customers value the service and support provided by AFL.
4. Manage customer accounts.  Directly manage customer account as required, performing CSR duties and responsibilities.
5. Understand and comply with AFL’s business and Environmental Health & Safety Policy and Procedures
6. Other duties as assigned

EDUCATION/TRAINING/EXPERIENCE

1. 4yr business or technical degree or significant experience demonstrating commercial/technical aptitude
2. A minimum of 4-6 years customer service experience preferred.
3. A minimum of 4 years supervisor experience preferred.

QUALIFICATION/SKILL REQUIREMENTS
 

1. Strong attention to detail, organization and analytical skills
2. Strong communication and interpersonal skills
3. Multitasking ability in a team environment; self-starter
4. Strong leadership skills and decision making ability
5. Proficient with MS Excel, MS Word, Outlook.  (Oracle preferred)
6. Problem solving; results oriented