Responsible for supervising a team of Field Support Specialists who execute day to day purchasing processes and act as the primary contact with our Field partners in handling incoming phone calls and Third Party Customer Service forms to ensure timely completion of customer requests. Examples of expediting types would be call center / field response requests for 3rd party and Sourcing drop ship support and follow-up, stocked availability requests and any other customer service related requests. This position has a direct impact on customer satisfaction (drop ship availability to customers) by maintaining a high level of service to Grainger's Sales and Customer Service teams. Train, develop and manage a team of NEX expeditors as well as Salaried Professionals where applicable Ability to hire, train, and develop employees and coach or manage out under-performing employees Train team members on best practices for handling transactional processes.
Ensure common understanding across the team of SAP transactions and business information required to do the job. Monitor daily, weekly and yearly performance metrics and enhance employee individual performance through clearly defined expectations; Coaching and counseling to achieve required results and regard to productivity, quality and attendance. Create positive, honest dialogue with each employee on his/her performance. Ensure quality via coaching and tools to assess quality of customer experiences Communicate goals and objectives of the organization and tie them to goals and objectives of the individual.
Optimize individual and team performance Ensure customer service requirements while meeting productivity goals. For example, ensure vendor response goals are balanced with customer BO expedites and FTE capacity; distribute work levels appropriately, manage resource coverage. Reporting and results management Manage team metrics to identify improvement opportunities and drive results. Report to department manager in operating review format Build a Continuous Improvement culture Empower the team to identify process improvement opportunities Prioritize and initiate process improvements, provide feedback and recognition to team member.
Build positive stakeholder relationships Develop a team that delivers exceptional customer service to stakeholders such as DC associates and inbound process managers, branch teams, sales and customer service teams. Play a proactive role in working with cross functional supervisors to improve communication and processes. Excellent communication skills both written and verbal with the ability to communicate effectively across vertical and horizontal lines.
