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18 days old

Customer Service Supervisor

Kelly Services
Houston, TX 77007
Position: Customer Service Supervisor (non-managerial role)


Overview: A multidimensional position reporting to the Controller, will lead Companys efforts to support customers and Companys sales team with excellence in communication, responsiveness, and compassion (addressing requests, problem solving, etc.). To achieve these goals, this position integrates seamlessly with Companys sales organization, working closely, collaboratively and with respect for all sales individuals. This role is the central point of contact for Companys sales team and accounts related to order entry, order & shipment status, returned materials, invoicing, payments, and related documentation including Companys Customer Approval Forms, Sales Quotes, Customer Purchase Orders, etc. This position supports Companys compliance activities related to CMS Open Payments (ACA Sunshine Act) and reporting requirements under the supervision of Companys Controller. This position interacts closely with Companys contract manufacturing organization(s) to have awareness of current and pending inventory levels, accurately coordinate order fulfilment requests including account & shipping information, etc. As a primary point of contact, this position receives customer feedback, complaints and requests for material returns and coordinates the dissemination of that information including gaining approval for return material authorization. As time availability allows, this position supports light bookkeeping and Companys office management. This individual must demonstrate strong team collaboration skills, resourcefulness, self-motivation, problem solving with a hands-on aptitude, and excellent organization and communication skills.


Major Responsibilities:


1. Primary Customer Service point of contact (phone, email, text) to provide excellent responsiveness to accounts and Company sales personnel.

1. Reception of Companys customer service phone number, sales and info email and any other form of information requests.

2. Coordination and dissemination of customer and sales team information to appropriate parties related to the assigned territories and communication channels established by the Chief Commercial Officer.

3. Maintains record of customer communications and status, manages the customer service file (within CRM tool, HubSpot, and hardcopy, as appropriate)


1. Collects and organizes new customer survey forms documenting initial use experiences from the field. Compile and disseminate period reports to management.


1. Drives to assure customer expectations are properly set and then exceeded with respect to product availability, returns and related coordination, with consistent utilization of Companys CRM tool, HubSpot.

1. Coordinates the status of Companys Customers in Hubspot, e.g. any form of approval for new accounts as defined by management.

2. Manages the preparation (under sales team guidance), approval and submission of Companys Sales Quote Forms including standard T&Cs. Coordinates the review and any required approval of any requested changes to the quote.

3. Receives all customer Purchase Orders and assures the return of customer signed quotes (T&Cs) referenced on the PO (the completing the sales contract).

4. Coordinates order fulfillment with Companys contract manufacturer regarding accurate customer shipment information, order requirements, shipping method and target delivery dates, etc. Performs follow-up as needed and verifies shipment timeliness and accuracy.

5. Communicates with the customer (email) and sales team (via the CRM tool) the status of fulfilling the order.

6. Accurate logs and records all distribution information of unit lot/serial number to customer destination.

7. Coordinates and captures the real time status of all trunk stock used by Companys sales team, maintaining records of device identification distributed to accounts through trunk stock.

8. Coordinates all Returned Material Authorization from receipt of request (by either customer or sales team), approval of the return and related financial terms, notification to the contract manufacturer of pending receipt and direction on the processing of the return, e.g., complaint investigation, refurbishment/test to replace into inventory, or scrap, etc.

9. Coordinates communication with customers regarding compliant reporting and responses. This includes the rapid notification of potential complaints to Companys RAQA role for determination of response, including any agency response that might be required by regulation within a schedule requirement.

2. As available, supports the Controller with accounting support and bookkeeping.

1. Processes customer purchase orders and invoices. Supports payment receipt and cash management as requested.

2. Processes vendor invoices and supports A/P as requested.

3. Processes Company staff expense reports, verifying approval, allocation to accounts and payment, as requested.

3. Provides Office Management and Administration support to the CEO, as requested.


**Why Kelly** **** **?**


As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.


**About Kelly** ****


At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-03-31 Expires: 2021-05-01

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Customer Service Supervisor

Kelly Services
Houston, TX 77007

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