Solve IMG

Customer Service Supervisor

Charlotte, NC
Full Time
Mid Level
Solve Industrial Motion Group is a global manufacturer of bearings and power transmission parts. Solve’s brand portfolio includes P.T. International, IPTCI Bearings, LMS Bearings, TRITAN Precision Power Transmission Components, SST, MasterDrive and SPB.  Collectively, they represent more than 100,000 products available from nine locations nationwide. Our unmatched dedication to quality materials and manufacturing processes, rigorous quality control, and end-to-end support and service have helped us grow to become a trusted supplier to high-performance industries worldwide. Our team members are knowledgeable “go-to” resources for power transmission products, support, and advice that keeps our customers’ businesses moving forward.

POSITION DESCRIPTION: Reporting to the Director of Sales Operations, the Customer Solutions Supervisor is responsible for supporting Solve’s customers by offering thoughtful and knowledgeable solutions to satisfy their inquiries and trouble-shoot any product issues. In this “Player-Coach” role, under the guidance of the Director of Sales Operations, the Customer Solutions Supervisor will assist with the supervision, training and development of other Customer Solutions Specialists. The Customer Solutions Supervisor will thrive in this role by exercising their expert-level product knowledge and best-in-class customer service skills to consult with our customers and identify the most optimal product recommendations to satisfy their business needs. Working in tandem with the Regional Sales Managers, they will serve as the internal support to ensure the sales life cycle for our customers is seamless.

RESPONSIBILITIES:
  • Provide best-in-class service by listening attentively to customer’s needs, and effectively communicate the best applicable solution via phone or email
  • Work in sync with other Customer Solutions Specialists to provide training, guidance and resources for all Solve processes, and procedures to operate as a high-performing team
  • Communicate any process improvement, or process implementation recommendations to the Director of Sales Operations for heightened efficiency, accuracy and customer service opportunities for the team
  • Efficiently respond to customer inquiries, regarding: price quotes, related shipping charges and delivery dates, order adjustments, returns, credits or shipment tracking
  • Partner closely with the Regional Sales Manager to gain pertinent customer information to be the most qualified resource for any sales support related needs
  • Communicate and collaborate with other internal departments to collectively identify the best solutions for our customers
  • Establish customer relationships with a consultative approach and utilize technical product knowledge to assist in providing them direction with their product selection, as well as advising them on future forecasting of products
  • Train and utilize Customer Solutions Specialist’s resources to set up client accounts in our CRM, and maintain and update all necessary client information
QUALIFICATIONS:
  • High School Diploma, or equivalent
  • 2+ years of customer service experience
  • 1+ years of leadership or management experience
  • Intermediate experience using Microsoft Office Suite
PREFERRED QUALIFICATIONS:
  • 1+ Year of technical training or equivalent industry experience
  • Previous customer service experience
OUR EMPLOYEE VALUE PROPOSITION:
  • Market competitive benefits package, including company-sponsored health coverage, life insurance, 401(k) plan with company match, paid parental leave and paid time off
  • Work in a collaborative environment with passionate and innovative teammates
Solve is proud to be an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, status as a victim of domestic violence, a sex offence or stalking, or any other class or status in accordance with applicable federal, state, and local laws.
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