Customer Service Supervisor

Delta Galil
Fontana, CA
30+ days ago

Job Description


Position Summary:
The Customer Service Supervisor oversees the wholesale division for EDI, Majors, International, Off-Price and Specialty accounts. Provides leadership and supervision to Customer Service Representatives to help achieve department and company financial goals. Mentors, trains and develops CSR team responsible for providing quality service to both internal and external customers.

Key Responsibilities:
  • Lead team of 4 Customer Service Representatives in the execution of daily roles. Work closely with Retail counter partner for additional support.
  • Manages selected group of accounts for Majors, Off-Price, and International. Including inter-company warehouse transfers to 3PL and in working directly with the Canadian sales team.
  • Responsible for running monthly forecast reporting for upper management. Work with both the CS and DC teams to identify and communicates risk to the financial forecast.
  • Processes orders via EDI, NuOrder, manual order entry, and order upload. Works with Sales/Buyers on discrepancies and inventory issues.
  • Works with Production on updates and communicates to Sales and/or the customers.
  • Leads weekly meeting Sales team to review open order bookings for financial forecast, reviews ETA for risk, and provides recap to Sales and management.
  • Partners with the DC teams, VAS, and Shipping to communicate priorities and/or updates.
  • Reviews customer-vendor manual updates; manages store to DC master files updates, proactive in identifying VAS requirements and/or waivers.
  • Researching and reduce customer chargebacks by identifying root-cause.
  • Manages inter-company warehouse transfer to the 3PL, including bulk management. Primary liaison for Canadian 3PL communication. Ensures orders are appropriately prioritized and fulfilled. Facilitate resolution of any issues and continuous improvement processes at the 3PL.
  • Prepares customs docs for International orders such as proforma, commercial invoice, CUSMA, SLI, and TPL.
  • Takes lead on troubleshooting system issues for NuOrder, the 3PL, and FC. Escalates any outstanding issue not resolved to IT and management.
  • Maintains price ticket logs and orders price tickets for specified customers.
  • Assures quality service for accounts by resolving service problems: (a) clarifies customer’s concern; (b) selects best solution to solve problems; (c) expedites correction; and (d) follows up with sales to ensure resolution.
  • Ensures “perfect” order rate by (a) reviewing open order reports; (b) tracking the status of orders through all stages of processing (unconfirmed, allocated, pick ticket, and pack hold); and (c) following up to ensure timely shipments and critical cut-off dates.
  • Ability to build a strong rapport with both internal and external customers. Confidence in decision-making, goal-driven, takes ownership and accountability in the workplace.

Job Requirements:
  • Years of Related Professional Experience: 5+
  • High School diploma
  • Handles sensitive and confidential information, such as revenue targets and credit information.
  • Strong Microsoft Excel skills; including Pivot tables. Experience working with complex reports.
  • Experience with EDI 850 and 860; knowledgeable in 810, 856, and in reviewing raw data.

Diversity Vision Statement:

We are committed to creating an inclusive environment that welcomes and values the differences among all of our associates, customers, suppliers, and the communities in which we live and conduct business. We are an equal employment opportunity of minorities, females, protected veterans, and the disabled.

We are committed to providing equal opportunities in employment, and treating our associates and applicants without discrimination on the basis of their race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, protected veteran status, or any other legally protected factor.


Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs

Rise People

Rise is Canada’s complete people management solution that gives employers everything they need to build loyal and productive teams—all in one place. We collaborate and co-create to build solutions that completely change how companies of all shapes and sizes manage their payroll, scheduling, time tracking, group benefits, recruitment, onboarding, and more.

Vancouver, BC

1+ years of successful sales development experienced experience in B2B software or B2C services is a plus. Ability to work occasional evenings or weekends.

Waterloo, ON / Remote
Freshworks Inc

About Freshworks: At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion, irrespective of their background, gender, race, sexual orientation, religion, or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities, and our business. Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system). Overview: We are currently looking to hire energetic SDRs. This position is an integral part of our sales engine. SDRs are focussed on the front end of the sales cycle and be the face of Freshworks. The SDR team is responsible for identifying opportunities and generate a sales pipeline. This role is based out of Chennai. Responsibilities (What you'll be expected to do): - Generate qualified opportunities for the company by rigorously prospecting and researching in the assigned region/market. - Do rigorous research on companies, and build an effective sales pipeline. - Strike and initiate conversations with high-profile personas of companies you are prospecting. - Be the face of Freshworks and pitch the company and our products to the prospects. - Come up with creative emails and campaigns to draw the attention of prospects. Requirements (What we look for in candidates): Must-haves: - 4-8 years of work experience in any customer-facing sales role. - Clear, concise, and effective written and oral communication skills. - Empathy towards customers and understanding their needs. - Interest, curiosity, and openness to learning new technologies. - Prior exposure to tools like LinkedIn Sales Navigator, DiscoverOrg, ZoomInfo, etc. - Good interpersonal skills and ability to collaborate with internal stakeholders as well as end customers. - Learning mindset and the right attitude that will help you thrive and adapt in a fast-paced, performance-driven environment. - Ability to handle rejections and stay focused and driven. - Ability to multi-task and manage your tasks effectively. - Flexibility in working in different shifts/regions. This is absolutely mandatory because you will be expected to work in a specific shift for a minimum of two years. Good to have: - Prior work experience in SaaS product companies in domains relevant to Freshworks' suite of products. - A proven track record of consistency in overachieving targets.

14 hours ago
Tamil Nadu Chennai