International technology group • specialty glasses and glass-ceramics • more than 130 years experience • 15,000 employees in around 33 countries • innovative ideas for the world of tomorrow

What’s your next milestone?

Customer Service Supervisor

Contribute to growing the business by presenting a positive, customer oriented attitude to both external and internal customers. Develop and maintain a customer service organization that is focused on serving the customer by ensuring customer expectations are met and exceeded in a timely, accurate and complete way.

Your tasks

The Customer Service Supervisor performs a variety of assignments and work functions within the sales department. Duties include, but are not limited to:
  • Supervise the Customer Service Department personnel.
  • Develop and implement customer service policies and procedures.  Monitor and provide feedback for improvement to established customer service/satisfaction procedures and current practices. Understand and drive the customer service/satisfaction process.
  • Using SAP, work closely with both planning and production to ensure accurate lead-time responses and on-time deliveries.  Be proactive in monitoring deliveries and notify customers if commitments cannot be achieved.
  • Be proactive as a leader to implement and reach departmental, plant and corporate objectives and goals.
  • Assure that all complaints are processed in CRM in accordance with SCHOTT policy.  Report each sites scorecard monthly regarding quote and order twin around time in NA market.
  • Report KPIs each month as needed.
  • Develop and support customer activities regarding strategic order and inventory programs (JIT, VMI, etc...)
  • Support LNS group and assist with collection of past due accounts.
  • Maintain Import Export function to be government compliant.
  • Develop and maintain expert level product knowledge.
  • Provide backup support of CSS through cross training of procedures
  • Perform other duties as assigned.

Your profile

  • Bachelor’s degree in technical major, business management or other related field and minimum of 5 years experiences in a manufacturing environment.
  • Min 2 years of previous relevant supervisory experience.
  • Min 3 years related customer service experience preferably in a manufacturing or technical environment.
  • Some Import /Export compliance experience; demonstrated knowledge of import/export compliance regulations and procedures
  • Solid knowledge of Microsoft  Office and  SAP
  • Be proactive and self-motivated and able to motivate others.
  • Have demonstrated ability to communicate tactfully and assertively to internal and external customers.
  • Be proficient in order entry, specification review, telephone techniques, shipping procedures, quoting and process flow procedures. 
  • Detail oriented with exceptional organization/communicational skills.
  • Customer support/service and sales oriented.
  • Self-motivated and self-managed; owner of the processes and results.
  • Must be able to travel to fulfill responsibilities as needed.

Your benefits

As a Corporate Foundation with a research mission, we feel responsible to focus on the wellbeing of our employees. At SCHOTT, you will find a cooperative and dynamic work environment which encourages you to share your innovative ideas, supports your development and celebrates achieving successes with your team.
You can expect interesting tasks and challenging projects, as well as motivated and friendly teams in fields that influence our future. Do you want to be successful with us? Then, please send us your application.

SCHOTT North America Inc, Human Resources,
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