At Chromalox, part of Spirax Group, we build advanced thermal technologies for the world's most challenging industrial heating applications. Headquartered in Pittsburgh, Pennsylvania, we do it better and have been doing it longer than anyone else.
Chromalox started with an innovative solution 100 years ago when a self-taught engineer invented the first metal-sheathed resistance heating element. It was this then-advanced thermal technology that launched an entire industry.
That pioneering, innovative spirit continues today. Built on opportunity and innovation, Chromalox has grown to serve an increasing number of global markets and industries. We excel in industries that have high expectations. We are acknowledged as experts at delivering solutions that exceed specifications, limit risk, and reduce operating costs.
Join us as we continue to provide solutions to our customers and the world!
The Role: Front line supervisor ensures customer service team is trained at efficiently handling customer inquiries and preparing orders for prompt fulfilment. Handles major incidents that cannot be resolved by customer service representatives. Plays a fundamental role in achieving our aggressive goals of shipping and invoicing as quickly and efficiently as possible.
Responsibilities:
Front line supervisor resolves fulfilment and shipping issues for our customers and sales force.
Supports reactive demands from customers.
Coordinates material with various supply companies to meet customer shipping requirements.
Works closely with sales organization to ensure a smooth transition of information to fulfill orders.
Evaluates customer need and delivers innovative solutions to resolve customer pain points.
Coordinates with Production Control manger to provide weekly updates related to sales and shipping forecast reported for the month.
Participates daily in operations meetings collecting information on delayed orders and planned ship dates.
Supports the organization by driving actions to meet on time delivery and late order communication.
Maintains compliance with safety, customer expectations and quality.
Coordinates with Planners, Program Manager, and Business Unit Leaders to plan, prepare, and create work schedules, according to budgets and workloads.
Trains employees on how to adequately address problems over the phone.
Works with management on customer service initiatives.
Assures that production, purchasing, quality, shipping and engineering are supplied with complete information related to the order and that questions are answered.
Investigates customer requests and provides resolution.
Handles major incidents that cannot be resolved by customer service representatives.
Remains abreast of new company products and services.
Required Experience
B.S. Degree in appropriate discipline. A.S. Degree in appropriate discipline along or with relevant work experience will be considered.
Three or more years' experience in customer service, project management or planning/scheduling or equivalent with similar complexity of product and/or service.
Must have knowledge of a variety of computer software applications, in word processing, spreadsheets, database and presentation software including but not limited to Word, Excel, and PowerPoint.
Requires working knowledge of JDE or similar system and standard manufacturing processes.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, proportions and decimals. Ability and understanding of various measuring devices in meeting drawing dimensions and specifications.
Ability to read and interpret documents such as blueprints, work orders, work instructions, diagrams, safety rules, operating and maintenance instructions, and procedure manuals.
