Customer Service Supervisor (30048)
Pentagon Technologies, Inc. is a leader in providing mission-critical semiconductor services that touch every device with a computer chip inside. Our customers include the largest semiconductor chip and OEM tool manufacturers in the industry. We stay at the forefront of our industry through innovation, technical proficiency, and our amazing employees. Our industry is in the midst of unprecedented growth and Pentagon is seeking outstanding candidates to join our team!
Job Summary:
As a Customer Service Supervisor at Pentagon, you will support both our customers and the customer service team by overseeing daily operations, handling escalations, and ensuring accurate order information by collaborating with our different departments. The position requires strong communication skills and a solid understanding of plant operations and customer expectations, with the flexibility to step in for the Customer Service Manager when needed.
Key Responsibilities:
- Act as a positive example for the customer service team when dealing with customers as well as any internal communications.
- Evaluate customer service representative workloads and provide recommendations for when a rebalance is required.
- Train customer service representatives by teaching them best practices, offering feedback and providing excellent customer satisfaction.
- Attend daily site level meetings, production planning and customer escalations to ensure quality customer service.
- Perform customer service representative duties and respond to customer inquiries on a regular basis.
- Serve as an internal coordinator or focal point for order information between Engineering, Quality, Production, Sales and Finance.
- Become well versed with customer portals and expectations, to include the ability to provide site customer service coverage.
- Monitor customer’s open order reports to ensure our customers are given accurate information.
- Be able to help cover the Customer Service Manager, when needed.
- Other duties as assigned by the Customer Service Manager and the Director of Operations.