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Order Fulfillment Supervisor

Company: Caesarstone US
Location: Kent
Posted on: November 19, 2022

Job Description:

As the pioneer and innovator of Quartz Surfacing solutions, Caesarstone sparked a revolution in the global market for countertops. As we continue to transform the surface industry through quality, passion and hard work, we are committed to building empowered teams and delivering a second-to-none customer experience.Caesarstone proudly maintains a leading presence in more than 50 countries, with our global head office in Israel, along with four state-of-the-art manufacturing plants in the USA, Israel, and India. With our North American headquarters in Charlotte, NC, our teams reach across multiple regions across the USA and Canada.At Caesarstone, we believe our employees are the backbone of our company. We are committed to hiring team members who are creative, innovative, dedicated and disciplined. We are a thriving company with a variety of career opportunities seeking forward-thinking professionals to join our team. We offer exceptional benefits, competitive salaries, and a compassionate and collaborative company culture. Come join our team!The Order Fulfillment Supervisor will actively oversee all incoming and outgoing within the WA region, while supervising and supporting the day-to-day activities of the CSR/OFS Team. Being responsible for the full spectrum of Order Desk activities, this fast-paced role requires someone who is diplomatic with a strong customer service focus, who will also act decisively and independently to resolve/escalate issues. This role also requires strong organizational skills, high attention to detail and the ability to react quickly to inventory and customer demands.RESPONSIBILITIES:

  • Input all sales orders taking the process from order entry to pick release
  • Enter all sales orders accurately and on a timely basis to facilitate delivery cut off timelines
  • Print delivery notes for the Warehouse Team once pick release process is complete
  • Reconcile paperwork daily
  • Monitor on hold orders and request release on a timely basis to facilitate cut off timeframes
  • Make sure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution
  • Involvement in customer service personnel, including recruitment, termination, training, evaluations, allocation, and other administrative duties
  • Troubleshoot issues within the customer service/ order fulfillment process
  • Share successes and foster an atmosphere of success
  • Supervise issues and activities central to Customer Service Representatives
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Assist with complex invoice requests and order entries
  • Coordinate RMA requests and facilitates scheduling
  • Escalate outstanding credit holds with Credit Manager
  • Liaise with Sales Team to ensure orders are fulfilled
  • Manage Customer Service levels and ensure quality standards are maintained, escalating issues as necessary
  • Coach/Mentor Customer Service Representatives on a daily basis
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Review delivery log with Distribution Center Manager and anticipate any logistics challenges
  • Work with cross functions in regional offices to facilitate transfers and escalate problems/concerns
  • Escalate any capacity issues with Distribution Center Manager
  • Manage open order requirements and pull/push inventory from other branches as required
  • Other duties as assignedQUALIFICATIONS:
    • Post-secondary education (college/university) an asset
    • Minimum of 5 years experience in Customer Service/ Order Fulfillment with at least 2 years in a supervisory role
    • Strong customer service and troubleshooting skills
    • Exceptional conflict resolution, negotiation, and objection handling skills
    • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
    • Able to effectively communicate both verbally and in writing
    • Able to work well under pressure
    • Proven data entry, data editing and typing skills
    • Professional appearance and manners
    • Demonstrated experience analyzing and resolving customer service and client issues
    • Experience in all aspects of customer service and people management
    • Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
    • Able to respond quickly in a dynamic and changing environment
    • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
    • Able to build and maintain lasting relationships with corporate departments, key business partners, and customers
    • Knowledge of cost analysis, fiscal management, and budgeting techniquesWORKING CONDITIONS:
      • Manual dexterity required to operate telephone, computer, and peripherals
      • Interacts with employees, management, and the public at large
      • Repetitive work
      • Overtime may be required
      • Lifting or moving up to 10lbs may be requiredWe are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion. Caesarstone Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Keywords: Caesarstone US, Kent , Order Fulfillment Supervisor, Other , Kent, Washington

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