Careers At Borden Dairy
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Founded in 1857, Borden is a dairy processor operating 13 facilities in the Midwest, Southern and Southeastern regions of the United States. Borden is headquartered in Dallas, Texas and employs approximately 3,000 people.  The Company provides milk products to customers in the grocery, mass market, club, food service, hospitality, school and convenience store channels.

Customer Service Supervisor

Department: Finance
Location: Dallas, TX

This position is classified as an exempt position and is responsible for overseeing the daily responsibilities of the Customer Service and Replenishment teams. Those responsibilities include receiving and processing customer orders, in a high volume environment, daily via phone, fax, as well as assigning and balancing employee work load, and weekly and monthly reporting to Customer Service Manager as needed.   Applicant must be organized, detailed oriented and possess strong verbal and written communication skills. Experience working in a shared services group supporting multiple locations in a manufacturing, distribution or wholesale environment.  Experience working with a Store Level Replenishment program.   Supervisor reports to Customer Service Manager.

 Role Responsibilities:

  • Oversee the daily operations of the Customer Service and Replenishment departments
  • Respond to internal and external requests and resolve appropriately.
  • Maintain timing for order cut off with business units.
  • Answer random customer calls and redirect to correct department or branch for corrective action.
  • Knowledgeable about the Company's products, programs and proficient in the use of systems utilized to manage customer accounts.
  • Ability to resolve escalated customer complaints and to a satisfactory resolution.
  • Must be able to multi-task in a busy office setting.
  • Perform other duties or special projects as requested by management.
  • Participate in the interview and selection process to hire the best-qualified candidate
  • Assist in training new employees
  • Coordinate Holiday Schedules for Business Units within Customer Service, Master Data, and Route Settlement
  • Maintain Employee Schedules for PTO, Vacation and Holidays and keep up with tracking each employee’s days off.
  • Set up and maintenance of  employees through the Kronos Time keeping system
  • Review all timecards for time and payment accuracy.  Review and approve time off requests depending on business need, with Managers approval
  • Communicate work assignments and delegate new assignments to employees and direct them for success
  • Assist in Corrective action with guidance from the Customer Service Manager
  • Assist in Employee Evaluations
  • Assist in setting employee goals and helping them to achieve those goals
  • Assists Department Manager on any special projects as requested
  • Help employees address and resolve a wide variety of concerns and complaints Supervisors are responsible for being familiar with the options available and making referrals to employees
  • Read the employee handbook and know, understand and assist executing the Company policies as defined
  • Run Queries as requested for information needed for Customer Service and Prescient team
  • Maintain and update the Help Desk Service Log for departmental requests

 Qualifications and Experience:

  • High School Diploma or GED equivalent required.
  • Proficient in reading and writing English.
  • 2-3 years experience working with ROSS, AS400, and/or Green Screen systems knowledge is a plus.
  • Must have working knowledge of Microsoft Office, particularly with Microsoft Excel, and solid 10-key experience.
  • 2 – 3 years experience in an order entry shared service environment, preferably in a distribution, manufacturing or warehouse environment or industry.
  • Must have previous work experience in a start-up environment supporting multiple locations, products and customers.
  • Must have the ability to perform at a high level in a fast paced environment.
  • Must possess the ability to listen, communicate (written and verbal), excellent grammar, and follow-up effectively.
  • Exhibit a caring, professional and enthusiastic demeanor when speaking with internal and external customers.
  • Possess advanced phone etiquette, problem resolution and customer service skills.
  • Bilingual a plus.
  • 2-3 Years working with Store Level Replenishment
  • Strong leadership and communication skills (written and verbal)
  • Extensive knowledge of all Microsoft Office Applications including but not limited to Excel, Word and Power Point
  • Previous work experience supporting multiple location, products and customers

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