Jordan Manufacturing Company has been creating innovative outdoor products and providing exceptional customer service for over 45 years, and our success starts with our team. As a growing family-owned and -operated business, we welcome employees of diverse backgrounds and experiences to join us. Jordan Manufacturing supports our team by recognizing achievement and promoting from within, ensuring a work-life balance, collaborating to achieve excellence, operating with integrity and prioritizing safety every day.
Giving back to the community and to our team are also a tradition at Jordan Manufacturing. We hold annual food drives and support local charities, and celebrate our employees with appreciation lunches, achievement awards, core value awards and holiday gift baskets each year.
Why should you join the Jordan Manufacturing family? We truly value every member of our team and strive to live and work by our core values: • Celebrate: Recognize our achievements, learn from our mistakes • Healthy Balance: When your life works, your work works. • Always Collaborate: Teamwork makes the dream work. • Integrity: Doing what is right, not necessarily what is easy • Safety: It's everyone's responsibility • Excellence: It's not a skill, it's an attitude
Benefits
Jordan Manufacturing offers an excellent work environment and benefits for full-time employees, including: • Paid Holidays • Paid Time Off (PTO) • Paid Bereavement Leave • Military and Jury Duty Leave • 401k • Health Insurance • Vision & Dental Insurance • HSA and FSA Options • Employee Assistance Program • Life Insurance • Short- and Long-Term Disability
Job Title: Customer Service Supervisor
Job Purpose: Responsible for the daily operation and team performance of the customer service department. Monitors the timely processing and releasing of customer orders. Provides both customers and sales representatives with reliable and timely information regarding order status, product information and/or general assistance. In addition, this position will be solely responsible for the customer service responsibilities of one or more key accounts.
Reports To: Director of Supply Chain
Location: On-site at Monticello, IN corporate headquarters and remote, in at-home office.
Department: Supply Chain
Classification: Full-time, Exempt Supervisor
Job Duties and Responsibilities: • Enhance the overall customer service experience by building an engaged, solution-oriented, and customer-centric team that drives growth. • Take ownership of customer issues, ensuring timely resolution and follow-through to maintain high service standards. • Mentor and develop customer service representatives, fostering an environment of encouragement, empowerment, and continuous learning. • Achieve departmental objectives by:
Improving communication and presenting strategic recommendations.
Preparing and completing action plans to enhance productivity and service standards.
Resolving problems, identifying transactional trends, and driving process improvements.
• Improve service quality by evaluating and redesigning processes, establishing and monitoring service metrics, analyzing results, and implementing necessary changes. • Act as a subject matter expert on company products, programs, and policies to effectively support team performance. • Coordinate and supervise team priorities across multiple manufacturing sites to ensure alignment with company goals. • Review open orders to ensure timely release and shipping according to customer requests. • Collaborate with the Quality Managers at manufacturing sites to address and resolve customer quality complaints, ensuring effective communication and resolution. • Work cross-functionally with internal teams, including sales, marketing, and transportation, to implement sales programs, resolve service issues, and maintain smooth operations. • Serve as a liaison between customers and management to address service complaints, ensuring proper follow-up by sales representatives and other stakeholders. • Update professional knowledge through ongoing learning opportunities, maintaining personal networks, and participating in industry organizations. • Actively support key account management, resolve customer escalations, and balance the needs of the company, team, and customer. • Perform other duties as assigned to support departmental and organizational goals.
Required Qualifications
Bachelor's degree or equivalent experience.
3+ years of experience managing or supervising a staff of 3+ in a Customer Service setting preferably in a manufacturing environment.
ERP Experience
Intermediate-Advanced Excel User
Excellent data entry skills and phone skills are necessary.
Knowledge of Word and PowerPoint are required.
Independent leader with excellent communication skills.
Multi tasked individual that is assertive, fair minded, understanding, and sensible.
Able to work well under pressure.
Ability to work closely with a diverse group.
Ability to work within cross-functional teams across the organization.
Preferred Qualifications
3+ years of experience managing or supervising a staff of 3+ in a Customer Service setting preferably in a manufacturing environment.
Working Conditions
Position is located via home or corporate office setting.
Prolonged sitting at a desk and working on a computer.
Must be able to lift 15 pounds at a time.
As part of the hiring process, Jordan Manufacturing may conduct a background check and pre-employment drug screen with an applicant's signed consent. The background check may consist of prior employment verification, reference checks, education confirmation, criminal background, or other information, as permitted by law. Results of any pre-employment check will be considered as part of the hiring process, but may not necessarily disqualify a candidate from employment. Third-party services may be hired to perform these checks. All offers of employment and continued employment are contingent upon a satisfactory background check.