Customer Service Supervisor

Colder Products Company (CPC) is the leading provider of quick disconnect couplings, fittings and connectors for plastic tubing. At CPC, we believe that fluid handling should be safe and easy. We engineer our connection solutions to improve the overall functionality and design of equipment and processes for the life sciences, industrial, and chemical handling markets. Special features of our products include precise hose barbs for superior grip, built-in shutoff valves for preventing spills, and easy-to-use, push-button thumb latches for quick connecting and disconnecting. CPC is a Dover company based in St. Paul with global offices and operations in Europe and Asia.

As Global Customer and Service Fulfillment (CSF) Supervisor based in Frankfurt, Germany, you will lead the onsite CSF team to meet service levels, review and process order entry and return authorizations, coordinate orders and shipments for on-time delivery, and engage in verbal and written customer communications to ensure customer satisfaction. Your main customer focus is the Europe region and you also will be handling orders incoming and outgoing to Asia, North America and other parts of the world. You will collaborate extensively with CSF counterparts and other departments in Asia and North America offices to implement process improvements and coordinate customer deliveries. Reporting to the global leader of CSF based in Minnesota USA, you have supervisory responsibilities for a team of CSF specialists and representatives who manage all CPC customer types (distributors and OEMs in the biopharma, medical, industrial and chemical handling industries).

**Essential Responsibilities**
- Ensure that the team is completing work on time, accurately and following assigned processes
- Participate and make recommendations for global processes and improvements across the organization
- Recognize gaps in process / policy at department and company level
- Develop department and cross-functional processes for enhanced customer experiences
- Make escalated decisions around: product allocations, returns and credits
- Complete team management processes including:

- Completing annual performance appraisals
- Performance management tasks
- Regular coaching and 1:1 meeting with employees
- Own work stream performance and non-delivery metrics
- Manage specific set of customers:

- Answer questions from customers and RSMs related to specific orders/transactions. Questions may include - product availability/delivery, custom product updates, billing, pricing, audit, basic product information, website functionality
- Complete communications in a timely, thorough manner
- Make consistent decisions utilizing process and policy guidelines. Make customer concessions when needed for customer satisfaction
- Communicate to customers and sales in a responsive, professional, and empathetic manner
- Work closely with Business Unit Managers, Directors, Sales Directors to ensure customer satisfaction and process alignment
- Gain alignment with Operations, Engineering and product managers on trends and specific customer impacting issues related to component availability, production, and shipping

**Basic Qualifications**
- Bachelor’s Degree in business, marketing, communications, supply chain or commensurate experience
- 5+ years in customer service
- Excellent interpersonal and communication skills, including a command of business English
- Advanced skills in data analytics and MS Excel

**Preferred Qualifications**
- 3+ years of Oracle Experience
- 5+ years of experience customer communications, problem solving and decision making

**Supervision**
- 3 direct reports

**Travel**
- May include up to 5%

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**About CPC (Colder Products Company)