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Customer Operations Specialist Supervisor


ESSENTIAL DUTIES AND RESPONSIBILITIES
This position is an individual contributor with a team of direct reports. This position includes daily management of the COS team & also provides continuous support of the sales and operations groups by acting as a liaison between the client and sales personnel, processing signed sales quotations into orders, and assisting in securing a project initiation date for the client. Assists with team mentorship and guidance as needed. This requires a strong sense of client advocacy as well as a keen understanding of Intertek systems including iConnect, Phoenix, PeopleSoft, and EPF.
REPORTING STRUCTURE
This position reports to the Regional Sales Director or Sales Manager.
EXAMPLES OF WORK
Listed examples are illustrative, and representative of the tasks required of this position and are not intended to be complete or exclusive.
Day-to-day supervision of employees, including: assigning and overseeing work; providing training on Intertek policies and procedures; engaging, inspiring and energizing employees through effective mentoring and coaching; providing timely performance feedback and recognition; approving timesheets and expense reports in accordance with Intertek's policies and legal regulations; providing input and guidance regarding employee growth and development plans; enforcing company policies and procedures in a fair and equitable manner
In conjunction with management, make recommendations on hiring; promotions; disciplinary actions; employee growth and development plans; and terminations
Ability to effectively diagnose and solve problems
Ability to effectively confront and resolve conflict, in a professional and neutral manner.
Ability to influence others and bring teams together to achieve common goals.
Ability to enforce company policy in a fair and consistent manner.
Enter quotes in CRM system, issue new quotes to clients and follow up on existing quotes
Obtaining technical and required documentation for project completion
Validating all documentation submitted by client
Processing orders across all Intertek systems
Provide back-up for outside sales team
Research and assist with resolving account problems
Managing new and existing client accounts
Using financial tools available to determine clients' credit worthiness and status
Creating Intercompany projects
Assisting with resolution of invoicing issues, as necessary
Creating deposit invoices and submitting internal match payments
Assigning appropriate team members on a per project basis
Assist with project scheduling by submitting project confirmation emails once Promised Completion Date is determined by Regional Production Manager, when necessary.
Performing other work as required
REQUIRED QUALIFICATIONS
Associates Degree, or equivalent, with 1-2 years data entry experience
1-2 years experience in similar role
Previous management experience required
Performs with a high level of attention to detail
Resolution oriented
Client focused
Proficiency in Microsoft software applications including Outlook, Word, and Excel
Previous CRM and web-based computer program experience desired
Excellent written and oral communication skills, including the ability to effectively interface with both internal and external clients via telephone and email
Thrives in a fast-paced, multi-task environment.
Strong organizational and time management skills.
Ability to work independently and problem solve effectively
Must have proactive and positive attitude
Must be team oriented


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