Customer Care Supervisor, Parts Central, Heil Environmental

Environmental Solutions Group stands at the forefront of sustainable innovation, dedicated to transforming the waste industry with eco-friendly equipment and technology solutions, all designed to improve the lives of our customers, and their communities.

This Connected Collections® ecosystem integrates advanced technology across our brands, including Heil® refuse collection vehicles, Marathon® Equipment compaction and recycling equipment, 3rd Eye® technology solutions, Soft-Pak® waste hauler software, Curotto-Can® automated carry cans, Bayne® lifting products, and Parts Central® OEM parts.

Driven by a mission of “Improving Lives,” our best-in-class teams, innovative products, and advanced technology work tirelessly to leave a lasting legacy of excellence and environmental stewardship, ensuring a greener, healthier planet for generations to come.

For more information, visit www.doveresg.com.

Operating Company:  Environmental Solutions Group - Heil Environmental

Location:  Fort Payne, AL

Reports to:  Director, Parts Operations

Department:  Customer Care

POSITION SUMMARY:

The Customer Care Supervisor supervises the team of Customer Care Representatives.  This person plans, directs, and controls the execution of the customer parts orders to ensure on time shipment, timely feedback, and a high level of customer satisfaction.  Assists Customer Care in the day-to-day operations.  Identifies areas for improvement and initiates corrective actions that promote a high level of customer satisfaction.

Heil Customer Care Representatives must display the highest degree of teamwork, sense of urgency, and attention to detail to be successful. As processes are refined across Heil’s manufacturing facility, Customer Care Representatives need the ability to implement and effectively communicate new policies, processes, and services in support of the overall customer satisfaction goal.

The qualified individual will have the ability to understand the internal manufacturing and quality systems utilized, and then apply this knowledge to drive problem resolution for customer order issues.  The position will require the individual to communicate routinely with management, sales, operations, supply chain, key customers, local dealers, and end users in the performance of order management

ESSENTIAL JOB FUNCTIONS INCLUDE:

• The qualified individual will have strong interpersonal and communication skills.  The Customer Care Supervisor should be able to identify with the customer’s problems while having the internal drive to systematically work through and solve customer issues effectively.  Internal problem solving will include working with customers, and other Heil departments to analyze data, brainstorm solutions, and determine the root cause of the problems for permanent resolution.  The ability to work as part of a team to solve problems is critical to success.
• The successful candidate should be able to multi-task numerous job responsibilities with minimal direction.  The CCR will work in a self-directed work team to meet company objectives while supporting and meeting customer needs.  The individual will be customer focused and have a "can-do" attitude to exceed customer expectations while balancing the policies and procedures of the company.  The CCR will be an excellent listener with a strong telephone presence.  They also must exhibit confidence and have the ability to sell their ideas effectively.
• Individual should be flexible and willing to learn new skills in a constantly changing and dynamic work environment.
• Supervises all aspects of Order Entry and ensures timely processing of all orders and quotes.
• Maintains and enhances Order Entry guidelines and procedures.
• Aids customers on special issues.  This involves some product knowledge and the ability to interface effectively with customers.
• Ensures prompt resolution of customers’ complaints.
• Ensures timely responses for schedule dates and shipment delays.
• Works with Quality Control, Shipping, Accounting, and Purchasing to resolve customer issues.
• Develops process improvements for identifying, reporting and implementation of corrective actions that contribute to improved customer service.
• Contributes to improving department efficiency and productivity by program and systems development.
• Collects and researches data, uses intuition and experience to complement data, design workflows and procedures.
• Identifies root causes to problems and participates in multi-departmental team to resolve.
• Charts, reports and coordinates resolution to problems communicated.
• Assumes role as Customer Care Representative where and when needed.
• Provides regular training to team for improvements and to build knowledge base.
• Ensures that all employees completing a task with possible significant aspect(s) has received the required training.
• Other duties as assigned.
• Must be familiar with and maintain compliance to all Environmental Solutions Group policies and Code of Ethics.
• Attendance at work, including presence at work during regular working hours or other schedule as may be assigned by the department manager, is essential. Acceptance of overtime assignments may also be required in order to meet departmental goals and objectives.

JOB SPECIFICATIONS:

• Bachelor’s Degree required or equivalent experience.
• Previous supervisory experience preferred.
• Requires ability to understand general arithmetic, understand data processing applications; ability to read and understand blueprints; and understand basics of business and clerical areas.
• Speak and write in a clear and understandable manner for internal and external relations.
• Understand verbal or written instructions.
• Experience using JD Edwards and Zendesk.
• Sales or customer service experience is a plus.
• Experience with mobile equipment.

KNOWLEDGE, SKILLS, AND ABILITIES:

Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others.  Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication:  Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel.  Listens to understand input, feedback, and concerns.  Provides complete information in an open, honest, and straightforward manner.  Responds promptly and positively to questions and requests.

Teamwork and Relationships:  Works with other employees willingly and in a spirit of cooperation and teamwork.  Supports cooperation.  Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad.  Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate.  Embraces a positive outlook.  Is respected and trusted by others.

Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements.  Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems.  Works with both internal and external customers to develop solutions which meet company-wide needs and objectives.  Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value.  Shares best practices with other employees across the business.

Accountability:  Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Job Function : Customer Service