Job Title

Reporting to the director of Operations, the Customer Service Supervisor will be responsible to elevate the skills and knowledge of the Customer Service team, helping to improve process and efficiency while ensuring Barentz delivers best in class Customer Service. The role requires a critical thinker who will identify areas of improvement and help drive efficiencies, customer satisfaction, proactively communicates and collaborates with all functional departments within the organization pertaining to customer accounts and sales orders. The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service department, provides leadership, training and ensuring the delivery of the highest level of service to Create Customer Success. The Customer Service Supervisor will service a select pool of customers by processing orders and responding to inquiries, escalations and requests regarding Animal Nutrition products and services. Act as front line point of contact for customer relationships, complaints, and disputes. Essential Duties and Responsibilities Direct responsibility for the management of the Customer Service Department Manage the Order to Invoice Process for both East and West divisions Identify and implement strategic continuous improvement initiatives focused on organizational objectives to optimize performance. Analyze metrics and trends for CS Team and make recommendations for Departmental/business success to management. Support the US Customer Services Manager with the Order to Invoice Process Design metrics to measure performance of these goals, update with the team through daily and weekly review and celebrate success. Develop, update, and maintain departmental SOPs, establishing procedures to ensure timely and accurate customer care. Serve as the Subject Matter Expert in ERP and TMS systems and processes Track customer complaints and/or inquiries and recommend changes to products or services to improve customer satisfaction. Develop and maintain mitigation strategies and processes for risk management Ensure procedures and coverage are established to receive and process all customer orders accurately and on time Handle special customer inquiries as needed for product, pricing, availability, etc. Manage and work toward resolution of all customer complaints, initiate corrective actions and manage complaint log Serve as escalation contact for service failures/issues bring resolution to customers and internal processes to prevent further occurrence. Collaborate with internal operations business partners (Customer service, internal/external Warehouses/ QA/ Purchasing / Sales) and key stakeholders. Support a customer-centric, proactive, responsive, culture resulting in continually improving the level of service offered to our customers via unique and new service initiatives Review procedures and processes and engage sales leadership to identify opportunities for continuous improvement Communicate inventory issues, risks and customers future needs to operations, sales, and materials management Maintain all customer files for contacts, pricing, shipping requirements, price book maintenance, notes, locations, etc. Responsible for various daily, weekly, monthly, and annual reports related to open orders, past due, invoicing, etc. Establish relationships with customers to foster trust, reliability, and increased business. Develop and leverage internal and external professional network to identify industry best practices Provide ongoing, regular performance feedback for direct reports and address performance issues in a timely manner Identify promotion opportunities for direct reports. Support and lead by example, Barentz culture, values, and fundamentals Perform other duties and responsibilities as requested Qualifications Bachelors degree or equivalent experience required Minimum 6 years in Customer Service, and at least 3 in a supervisory position Willingness to travel Demonstrated leadership, teamwork, and strong interpersonal skills Exceptional communication skills required as well as the ability to interact with customers, colleagues, and management on a daily basis Self-motivated, high energy, independent, flexible, creative, responsible, an engaging level of enthusiasm and a positive outlook Strong calculation, organizational, and problem-solving skills Must be very detail oriented and meticulous in how work is performed Proficient use of Microsoft Office products including Word, Excel, Teams, Outlook Act legally and ethically in all professional relationships in adherence with Barentz purpose, strategies, and values