Supervisor, Customer Value Center; CVC

We are looking for a Customer Value Center (CVC) Supervisor to join our team in Alpharetta, Ga. The CVC Supervisor is responsible for overseeing daily operations within the Customer Value Center to ensure accurate order processing, strong customer support, and consistent alignment with organizational service standards. This role provides leadership, coaching, and operational oversight to ensure the team delivers timely, high-quality service while maintaining efficiency, accuracy, and cross-department collaboration.

Competitive wages.

Company provided benefits:
Medical, Dental, Vision, Company paid life and disability benefits, paid vacation, and 401K.

Responsibilities:

• Lead and develop a customer service team, ensuring high levels of performance, accountability, and customer satisfaction.
• Manage daily operations of the customer service function, including balancing workload, queue management, and resource allocation to meet service-level expectations.
• Ensure adequate team coverage through effective and equitable scheduling practices.
• Serve as the primary escalation point for complex customer issues, driving timely resolution and maintaining strong customer relationships.
• Oversee timely and accurate order entry, customer inquiries, and issue resolution to ensure a positive customer experience.
• Partner closely with Sales, Dispatch, Credit, and other internal stakeholders to align on customer requirements and resolve service-related challenges.
• Monitor team performance through key performance indicators (KPIs), service metrics, and quality standards; provide coaching and corrective action as needed.
• Identify, document, and elevate recurring customer concerns, process gaps, and operational issues to appropriate leadership.
• Drive continuous improvement initiatives by evaluating workflows, recommending process enhancements, and implementing best practices to improve efficiency and service delivery.
• Develop, maintain, and deliver training materials, standard operating procedures (SOPs), and support documentation to ensure consistency and team effectiveness.
• Provide regular reporting, analysis, and actionable insights to the leadership team to support operational and strategic decision‑making.
• Foster a culture of collaboration, accountability, customer focus, and continuous learning within the customer service team.

• 5+ years of progressive leadership experience in Customer Service, Call Center, Order Management, or related customer‑facing operations.
• Demonstrated success leading, coaching, and developing teams in a fast‑paced, high‑volume service environment.
• Strong understanding of Order‑to‑Cash processes, including order entry, billing, credit management, transportation logistics, bills of ladings, credit memos, and customer account administration.
• Excellent communication, interpersonal, problem‑solving, and organizational skills, with the ability to effectively manage competing priorities.
• Proven ability to resolve complex customer issues and lead escalation management efforts while maintaining a high level of professionalism and customer satisfaction.
• Strong analytical skills with the ability to interpret KPIs, service metrics, and operational data to identify trends, drive performance improvements, and support decision‑making.
• Experience implementing and leading change initiatives related to people, processes, and systems.
• Proficiency with Microsoft Excel, Power BI, CRM platforms, ERP systems, customer self‑service tools, and other business applications. Experience with TMX, APEX, or similar transportation and order management systems preferred.
• Ability to build effective cross‑functional partnerships with Sales, Dispatch, Credit, Logistics, and Operations teams to deliver exceptional customer service.
• Demonstrated commitment to continuous improvement, process standardization, and operational excellence.

Our dedication to continual improvement and hands‑on training ensures you are prepared for the many new experiences and challenges that you will face. We offer a friendly and team‑oriented work environment, with a supportive management team, hands‑on training for our employees, and opportunities for advancement. A company dedicated to continuous improvement.