Customer Service Supervisor

From one small office in India in 1972 to a leading Multinational Company, engaged in Manufacture and Marketing of colors and food ingredients, ROHA today has offices in 22 countries, 14 technical application labs in many time zones globally. Manufacturing facilities are spread out across 14 countries: US, UK, Spain, Italy, India, South Africa, Vietnam, Indonesia, Thailand, China, Egypt, Brazil, Mexico & Australia.

ROHA's products are marketed in more than 130 countries. Its portfolio includes natural extracts (oleo resins, juices and concentrates), an exclusive range of synthetic colors for the cosmetics and household goods industries, industrial colors, and animal feed additives.

We are hiring Customer Service Supervisor

Candidates must be based in St. Louis

5 days Working

Reporting to Operations Manager

• Order Processing
• Manage order processing from beginning to end, including order entry, order approval, pick tickets, packing slips, documentation and invoice creation, including uploading to customer respective portals
• Review R003 daily with manufacturing & procurement. Communicate delays or allocations directly to the customers and request a revised order with new dates
• Support the operations manager to develop and update written SOP’s, to ensure all processes are documented and followed by the CS team
• Ensure accuracy with all EDI order processing and invoice submissions
• Customer Communication
• Handle complex or escalated customer complaints or issues related to CS processes and ensure prompt and satisfactory resolution
• Lead CAPA investigations and implement corrective actions for all CAPA findings related to the CS team
• Internal Coordination
• To be the main point of contact for customers’ operational needs within ROHA, and coordinate with all internal personnel and departments for accurate, timely, and complete response to all customer needs and requests for orders.
• Keep respective Account Managers and Sales Director informed of all customer order issues, action plans, and resolutions.
• Team Supervision
• Monitor and document any performance, attendance, or conduct issues within the team as per company policies.
• Provide ongoing training and coaching to improve team performance and develop skills, including resolving customer issues and maintaining professionalism.
• Track and evaluate performance of each customer service representative, using SAP generated reports or similar metrics, providing constant feedback and conducting periodic performance reviews.
• Prepare and review reports on customer service performance metrics as designed by the operations manager monthly
• Perform additional duties that may be assigned by Management
• Follows all operating procedures, safety regulations, and policies and procedures set forth by the company in addition to all local, state and federal employment laws