Customer Service Supervisor, Commercial Services

Nordson Packaging, a global leader in Packaging, is seeking an experienced and highly motivated individual to join our team. We are committed to creating a diverse and inclusive workplace, and we are looking for candidates who share that same commitment.

Summary of the role

As a member of our team, you will have the opportunity to work in a dynamic and collaborative environment, where your ideas and contributions will be valued and respected.

Job Summary

In the "Customer Experience Supervisor" position, we are seeking a dedicated and experienced Customer Service Supervisor to lead our customer service team, its daily activities, and ensure exceptional service delivery. Duties include managing and processing inbound requests initiated via phone or electronically from internal and external customers for quotes, orders, and other inquiries.

This role must have good knowledge of how to perform the duties of service order, standard order, credit/debit ,return, warranty, repair, order management and complex desk in order to route information efficiently throughout IPS.

Employees in this role are expected to be proficient in entering, monitoring and managing orders/ activities with all complexity levels The candidate must have strong leadership skills, a passion for customer satisfaction, and a proven ability to drive performance and process improvement.

Essential Job Duties and Responsibilities

• Coordinate, schedule, and manage Customer Service Team assignments daily
• Manage and delegate incoming customer requests in case management software(C4C) to responsible Customer Account Teams
• Support Service Level Agreements for Key Accounts with prompt and superior service
• Participate, Initiate and manage meetings with Customer service team, customers and sales
• Perform all of the duties of a CE Team Member -Standard Order Desk and CE-Complex Desk, including executing tasks of that desk when directed by management at times of overflow.
• Create order/ ticket/ Call management reports; provide reports to the CS Team, management and customer
• Manage and mentor a team of customer service representatives.
• Develop and implement customer service policies and procedures.
• Handle escalated customer issues and resolve conflicts effectively.
• Monitor team performance, set goals, and conduct regular evaluations.
• Analyze customer service metrics and prepare reports for senior management.
• Collaborate with other departments to ensure customer needs are met.
• Identify opportunities for training and development.
• Continuously improve the customer service experience to drive customer loyalty and retention.
• Job duties may encompass international transactions and requests.
• Follow correct process to communicate with other Nordson teams to solve problems and get the information needed for an inquiry.
• Review case management requests to assign priority status and route to the correct customer service desk
• Identify opportunities to enhance and improve their processes
• Base performance standards against established metrics to drive performance improvements
• Conduct themselves in a way that fosters a positive, supportive, and professional work environment in which everyone is treated with dignity and respect
• Performs other duties as assigned

Education and Experience Requirements

Education:

• Bachelor's degree is required. In lieu of degree four additional years of experience.

Experience:

• 2 - 4 years of experience as an individual contributor, 1 year as a team lead or supervisor is preferred.

• Proficiency with CRM software and customer service tools
• Previous SAP experience preferred
• Previous case/project management experience preferred
• Familiarity with KPI metrics like CSAT, NPS, and first response time preferred

Preferred Skills and Abilities

• Excellent written and verbal communication skills
• Excellent Microsoft office skills
• Strong organizational and multitasking abilities.
• Excellent interpersonal, communication, and problem-solving skills.
• Customer focused; Maintain a high degree of professionalism when dealing with customers and associates
• Ability to remain calm under pressure and handle difficult situations diplomatically.
• Multilingual (Spanish)abilities are a plus.
• Ability to comply with flexible schedule
• Team Player
• Detail Oriented
• Analytical skills
• Self-motivated
• Computer literate
• Able to work under pressure

Working Conditions and Physical Demands

Office environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel Required

Minimal

Interested?

If you are interested in being a part of a team and creating an inclusive and diverse workplace, please apply online with your CV.

About Nordson Packaging

Nordson Packaging is the leader in precision dispensing, fluid management, and related technologies. We serve the Packaging end market to improve production efficiency and product quality for a variety of packaging manufacturing processes. By joining our team today, you will help us bring innovative ideas to life. Nordson Packaging is a global team that works to create technology that helps efficiently apply adhesives to meet both form and function for a wide variety of packaging applications like tankless technology, self-diagnostic and intuitive touch-screen controls, auto-fill technology, clean-cutoff and self-cleaning applicators, and pattern generation controls. We offer a supportive culture in a growing and dynamic work environment. Whether you're just beginning your career or you're a seasoned professional, there's a place for you to belong at Nordson Packaging. We offer hourly and salary positions in production, maintenance, customer service, quality, engineering, and more. We actively invest in our teams to help you build your skillsets and advance your career.