If you want to reshape the world and discover your greatest potential, Saint-Gobain provides one-of-a-kind opportunities for innovative problem solvers.

We're one of only two companies in the world that is consistently recognized as both a top Global Employer and a Top 100 Global Innovator, but Saint-Gobain's remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.

We are seeking a Customer Service Supervisor to join our dynamic team in Garden Grove, California. If you're motivated, hard-working, and ready to make an impact, we want to hear from you!

Job Summary:

The Customer Service Supervisor is responsible for effective leadership of the Garden Grove customer service team. This role includes training and daily support to all Customer Service Representatives.

This role consists of: support customer service with daily issues; purchase orders, complaints, returns, credit issues, ship dates; Collaborate with Marketing, Sales and Business Development to develop proposals to be provided to customers. Manage continuous improvement to order entry process. Serves as a liaison between customers, internal operations, and field sales personnel regarding product commitment, production schedules and ship dates. Keep customers informed of delays or other special issues affecting their sales orders. Train staff or employees to deliver excellent customer service and involvement of staff appraisals and recruitment process.

Key Responsibilities:

Customer Service – Lead a team of Customer Service Associates in managing the Customer Service contract review, request for quote (RFQ), part build, and order entry responsibilities as outlined in standard operating procedures. Drive accountability to ensure:

Customer purchase orders are appropriately reviewed to determine if product has been previously quoted. Customer is kept informed of the status of pending purchase orders, RFQs, virtual part builds, and promised delivery date. Issues putting orders at risk are addressed immediately and/or escalated. Purchase order reflects correct price, precise part and Rev level, existence of signed drawing, delivery schedule, any customer technical / assembly / packing requirements, and shipment terms and conditions. Ensure Customer Service excellence goals are met for all assigned customers. Initiate order processing, follow up on all aspects of the order and interact with customers on all matters including order status, expediting requests, quality complaints, returned materials, credits and allowances. Monitor all orders to insure delivery schedules are met. Formally, and proactively, report progress and order status to the customer as necessary. Provide late order notifications to customers, troubleshooting problems that may occur from these delays. Help establish goals and objectives for team of Customer Service Representatives. Schedule monthly 1:1 meetings to monitor progress and coach direct reports to success. Provide career development opportunities through coaching employees, formal training, networking with business partners, job shadowing, and customer visits. Provide Sales and Marketing support as required. This may include special reporting, projects, surveying, or arranging customer visits for self or members of the team throughout the year. Support Customer Service Manager and site needs by participating and leading projects that will drive positive change in the customer experience, as well as reduce complexity and eliminate time and cost.