Customer Service Supervisor

Job Description

Job Description

ANDRITZ Bitrode Corporation in St. Louis (South County) area is looking to hire a full-time Customer Service Supervisor.

Who is ANDRITZ Bitrode Corporation?

With customers around the world and the United States, ANDRITZ Bitrode is a manufacturing company for Cell, Module, and Pack Battery Testing Equipment . We offer an extensive product line of battery formation and laboratory test equipment, as well as software tools, battery simulation and manufacturing automation tools appropriate to all battery applications and chemistries. If you are unsure what some of these are, just remember with electric vehicles and battery power as a goal for the future, we matter in that future.

We have a set of core values that start with safety, customer focus, and end with cooperation. We have managers, supervisors, and leads that work to listen to our employees and train them on what they do not know about our products. We strive to work as a team to get our products built, tested, and shipped to our customers. Our CEO knows every employee and takes time to personally welcome you to our organization.

Summary :

The Customer Service Supervisor will oversee and assist field service technicians in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints through repairs, parts, or service orders. Gain knowledge from customers to improve our products and services.

Ensures field service technicians comply with company guidelines particularly related to quality of service, correspond with customers to determine what is needed to resolve their situation and either schedule repair trips, request parts / upgrade / new equipment quotes, or troubleshoot with them to resolve, works with quoting to get service / parts quotes out to customers, monitors or reviews calls or other correspondence between technicians and customers, ensures that technicians are informed about changes to company products and services, collects data and prepares reports on customer complaints and inquiries, prepares knowledge-based documents such as summaries and frequently asked questions, identifies opportunities to update or improve field service procedures and works to implement those improvements / updates, assists with budget preparation for the Customer Service department, works to collect and discuss voice of customer product improvements with engineering / management for product improvements / new product development and performs other duties as assigned.

You'll be hiring entry-level field service employees, training new employees in the company's customer service policies, procedures, and best practices, organizing and overseeing the schedules and work of assigned staff, conducting performance evaluations that are timely and constructive, handling discipline and termination of employees as needed and in accordance with company policy.