Job Details

Requisition Number 18-0494
Post Date 11/29/2018
Title Customer Support Supervisor
City Orangeburg
State NY
Description Driven by a commitment to research, quality and service, PDI, Inc. provides innovative products, educational resources, training and support to prevent infection transmission and promote health and wellness. Encompassing 3 areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture and distribute leading edge products for North America and the world.

We have several locations across the US and are looking for new Associates to join our team!

Come join our Contract Manufacturing team of PDI Inc, partnering with leading Consumer and Pharmaceutical companies in the development of branded wet wipes. Here you will have an opportunity to use many skills and interact with a wide range internal and external teams.

POSITION PURPOSE

This position is responsible for ensuring the timely processing of orders, ensuring order accuracy and supervising individuals. You will be heavily involved in understanding and incorporating customer requirements for order processing and shipping. In addition you will play a part in the fiscal responsibility of the division by providing monthly projection of shipments, review of raw material pricings to standard, and executing pricing adjustments. And finally, you will have ownership to product maintenance of legacy products.


ESSENTIAL FUNCTIONS AND BASIC DUTIES

Limit this section to current essential duties and responsibilities each of which accounts for more than 5% of the position. List them in descending order of importance and indicate the percentage of time spent on the duties. Use clear and concise language; closely related duties should be grouped together in one responsibility statement. Avoid gender-based language.

a. Supervisory responsibility over two Sales Coordinators by providing training and guidance to ensure customer satisfaction and service
b. Primary point of contact for internal support groups to resolve all customer and order status issues.
c. Provide back up to Customer Support Manger responsibilities as needed
d. Provide frontline assistance for Sales Coordinators in terms of product knowledge, technical proficiency and problem resolution
e. Primary internal expert for customer specific online programs for Operations, Quality and Warehouse in support of ongoing operations and customer requirements
f. Manage product transitions as new products are introduced and existing products discontinued.

g. Responsible for reporting monthly customer service levels
h. Own weekly staff meeting updates of customers and order status
i. Responsible for Bill of Material and Manufacturing Instruction updates on legacy products
j. Work closely with functions such as scheduling, operations, warehouse and quality to ensure smooth processing of orders and resolution of production and/or quality problems
k. Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs
l. Establish communication channels through which customers can send in their feedback or challenges for prompt resolution
m. Process RMA, credits, manual billings and handle invoice issues
n. Review raw material prices and provide pricing updates


PERFORMANCE MEASUREMENTS
1. On time shipments of orders
2. Customer satisfaction
3. Adherence to budget
Requirements QUALIFICATIONS

EDUCATION/CERTIFICATION: A Bachelor’s degree is required preferably in business, scientific, technical discipline.

REQUIRED KNOWLEDGE:
• MS Office (Word, Excel, Power Point) and MS Outlook
• Enterprise software systems such as BPCS or SAP
• EDI experience
• An understanding of cost of goods and raw material pricing

EXPERIENCE REQUIRED:
• 5+ years of work experience in customer service & order management.
• Experience in marketing,supply chain, manufacturing environment and/or finance also preferred.
• Experience in managing people

SKILLS/ABILITIES:
• Great communication skills (verbal and written)
• Excellent customer service skills
• Detail oriented
• Ability to multitask
• Expertise in problem solving
• Understanding cost models and financials


WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions.


INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.


Nice-Pak Products, Inc. (NP) is the global developer, manufacturer and marketer of pre-moistened wipes for the consumer market, specializing in personal care, hygiene, household cleaning and disinfection products.
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
  • Please refer to the Company’s Substance Abuse Policy which protects the safety and well-being of all associates and potential associates.
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