Supervisor - Customer Service, Water Treatment Products

SUMMARY

This position oversees all functions associated with Water Treatment Products (WTP) customer service, including office-based and remote employees; solid knowledge of SAP and SAP processes; SAP new customer setup including Material Management and Customer Management; supervision of accounting related functions for operations including billing, rebates and revenue accounting; supervision of Customer Service Representatives for all domestic and international transactions.  This will include all activities associated with customer interface, including all aspects of Logistics.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

• Manage departmental performance of CSR’s for accuracy and timeliness of service and perform yearly performance reviews.
• Responsible for design and implementation of improvements to operational processes.
• Ensure WTP product is delivered on time, to meet customer and management expectations.
• Coordinate shipping and process loads with various third-party carriers
• Monitor and manage key metrics and drive projects that improve internal processes through implementing best practices including PONC for sub-optimal freight expense
• Responsible for the overall training, support, & mentoring of WTP CSRs using the breadth of expertise in Customer Service.
• Maintains the document retention for all compliance documents with SOX, ISO and audits
• Solves complex problems, takes a broad perspective to identify best practice solutions and leads WTP Customer Service systems initiatives.
• Works independently as liaison between Customer Service and other business unit departments on communications, training, special projects with guidance in only the most complex situations.
• Escalate issues with customers to appropriate Management and ensure proper follow up and resolution.
• Perform revenue accounting, rebates and billing related activities and oversee staff performing those duties.
• Accountable for review and reconciliations of sales and rebates
• Accountable for reviewing, investigating & resolving invoicing system blocks/errors
• Support month-end closing activities related to customer service & pricing
• Perform month-end and quarter-end closing activities
• Prepare quarterly reviews presentations and prepare monthly reports for leadership team
• Support budgeting activities
• Manage multiple deadlines and respond quickly to management requests
• Identify and lead continuous improvement initiatives
• Ensure adherence to and effectiveness of internal controls in own areas of responsibility
• Facilitate internal and external audit needs and maintain rebate module, create sales rebates.
• Application of company policies, procedures and US GAAP requirements
• Complete special projects as assigned

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree in business preferred with 10 years of progressive CSR experience
• Supervisory experience a plus.
• Self-starter, with experience in mentoring associates.
• Proficiency in verbal and written communications, personal computer experience with knowledge of MS Excel & MS Word and SAP Effective analytical skills
• Prior finance or accounting experience is required. Industry experience is a plus. 
• Knowledge and experience related to revenue accounting and customer billing process

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stoop, kneel, or crouch.  The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate as normally based in an office.  Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc.  May also result in exposure to outside elements and may require usage of stairs and elevators.  10% travel including air travel or auto travel may occasionally be required.