Project Supervisor; Customer Service - Morin Corporation

Project Supervisor (Customer Service) - Morin Corporation

Job Category: CUSTOMER SERVICE

Requisition Number: PROJE
002985

Location:

MORIN BRISTOL, 685 Middle Street, Bristol, CT 06010, USA

The Project Supervisor is responsible for leading a team of Project Coordinators while managing complex customer projects from order entry through production and shipment. This role ensures project accuracy, schedule adherence, and high levels of customer satisfaction by providing daily guidance, oversight, and problem‑solving support to the team.

Project Supervisors serve as the first level of leadership within the Customer Service department and are responsible for coordinating workload, resolving project issues, and maintaining accurate project data. In addition to supervising their team, the Project Supervisor directly manages higher‑complexity projects and key customer relationships.

The role works closely with Sales, Technical, Production, Shipping, and Purchasing to ensure projects move efficiently through the organization.

• Supervise and support a team of Project Coordinators to ensure accuracy, efficiency, and adherence to company procedures.
• Serve as the first point of escalation for project issues, customer concerns, and operational challenges.
• Monitor team workload and assign or redistribute projects as needed to meet deadlines.
• Provide training, coaching, and ongoing development for Project Coordinators and Data Entry Assistants.
• Maintain training documentation and ensure completion of onboarding and technical training programs.
• Conduct regular spot checks of project data entry and documentation to ensure accuracy and compliance.
• Identify process improvement opportunities and help implement departmental SOPs.
• Foster collaboration and communication across the team and with internal departments.

• Oversee the progress of projects within the team to ensure orders move efficiently from order entry through production and shipment.
• Monitor backlog and project schedules to identify risks to delivery timelines; follow up with customers on job status weekly or monthly, as appropriate.
• Ensure key project milestones such as engineering review, drafting, customer approvals, and production scheduling occur on time.
• Coordinate project kickoff discussions when required to align internal departments.
• Support team members in troubleshooting order discrepancies, scheduling issues, or production conflicts.
• Monitor departmental KPIs such as order accuracy, fake dates, and on‑time project completion, and take corrective action when needed.

• Review and process complex or engineered shop drawing orders.
• Communicate directly with customers to manage expectations, timelines, and project requirements.
• Enter and maintain customer/project data in SAP and related systems with accuracy.
• Verify pricing, quantities, and project documentation.
• Ensure production documentation (“Books to Shop”) is accurate and complete.
• Track project schedules and update delivery timelines as needed.
• Coordinate with Procurement on material availability and accessory items.
• Monitor production and shipping progress to ensure customer deadlines are met.

• Maintain consistent communication with customers throughout the project lifecycle.
• Provide updates regarding order status, pricing adjustments, scheduling changes, material issues and delays.
• Address customer concerns and resolve issues in a timely manner.
• Record and track customer complaints in Salesforce and collaborate on resolution strategies.
• Develop strong working relationships with Sales Representatives to understand customer expectations.

• Work cross‑functionally with Engineering, Production, Purchasing, Shipping, and Warehouse teams.
• Confirm credit approval or payment arrangements before order processing.
• Submit coil order requests to Purchasing, coordinate accessory items if needed.
• Review shipping orders, documentation and freight costs for accuracy.
• Communicate special shipping or packaging requirements to production.
• Assist in generating departmental…