Customer Service Supervisor Export, Protective & Marine Coatings USCA

We're hiring a Customer Service Supervisor to support our PMC export team's customers at PPG. The supervisor will help to supervise a team of export Customer Support Representatives within the Protective and Marine (PMC) division at PPG. You will report to a Customer Service Manager. This is a remote position.

Key Responsibilities:

• Supervise, train and/or mentor activities of customer service export team as needed.
• Assist and respond to escalations of export customer questions and/or complaints via phone, email, and chat in a timely and professional manner.
• Assist in management of account load of customers and partner with commercial sales team for growth and success.
• Collaborate with other departments to resolve complex issues and improve customer satisfaction.
• Gain solid understanding of our business unit policies, systems, procedures and objectives.
• Responsible for creation and development of customer support materials, such as FAQs and help guides.
• Support of team on daily review and updating of orders, priority lists, customer and file maintenance.
• Tracking of metrics, goal alignment and progress.
• Working with planning, scheduling, production and shipping to ensure on-time shipments and manage inventory in a cost-effective manner.
• Coordinate and provide after-hours/weekend support on as needed basis for emergency situations where customer service is required.
• This person will serve as Export Control Coordinator (ECC) supporting PMC USCA Segment SBU.
  

Qualifications

• Experience in export compliance and export order management processes
• 2+ years of customer service supervisory experience preferred
• 4+ years of customer service supervisory experience for manufacturing clients preferred
• Experience with high volume of data entry with low error rate
• Oral and written English communication skills
• Detail oriented

PPG /PPG