Supervisor, Customer Sales Operations - 2nd Shift

TOGETHER, WE DELIVER HIGH-QUALITY SOLUTIONS

At Hercules Sealing Products we are the premier name in the aftermarket hydraulic equipment repair parts sector. As a cornerstone of the fluid power industry, we leverage decades of expertise to meet the demands of partners worldwide, embodying the essence of a global leader originating from a foundation of unparalleled service and quality. We're excited about the future and committed to continuing this legacy.

Our success is deeply rooted in the caliber of our team members. We are committed to fostering a workplace culture that prioritizes employee development, encourages collaborative teamwork, and offers stimulating tasks paired with meaningful rewards for accomplishments.

Our culture is anchored in the values of Humble Servant Leadership, Engaging Environment, Respect, Customer Centric, Uncompromised Integrity, Leveraging Our Skills, Embrace New Ideas, and Surpass Expectations.

To be considered for this opportunity, you must reside and be authorized to work within the United States. The position will report on-site in Clearwater, FL.

Schedule:

Monday - Friday, 11:30 am - 8:00 pm

The Customer Sales Operations Supervisor plays a critical frontline leadership role within the Customer Service Department at Hercules Sealing Products. This position is directly accountable for the daily performance of the assigned Customer Sales Support team, including service levels, staffing and schedule adherence, productivity, quality, order accuracy, customer experience, employee performance, coaching, and execution of departmental operating standards.

The Supervisor owns day-to-day shift execution, actively manages real-time contact-center performance, develops employees, resolves customer and operational escalations, and takes timely corrective action when performance falls below expectations. This role partners closely with Customer Sales Operations leadership and cross-functional teams to improve service, strengthen customer relationships, and support profitable growth.

This is a salaried position with a typical work schedule of Monday through Friday, 11:30 a.m. to 8:00 p.m. ET, with flexibility as business and staffing needs require.

• Directly supervise, coach, and develop the assigned Customer Sales Support team to achieve individual and team performance, service, quality, and customer-experience goals.
• Conduct documented recurring one-on-one meetings, call-quality reviews, coaching sessions, and performance discussions; establish clear actions and measure improvement over time.
• Manage employee attendance, schedule adherence, availability, performance concerns, performance improvement plans, and corrective or disciplinary actions in accordance with company policies.
• Conduct mid-year and annual performance evaluations and maintain timely, accurate performance documentation.
• Facilitate huddles and team meetings that communicate priorities, reinforce operating standards, and drive accountability for results.
• Support interviewing, selection, onboarding, training, and new-hire ramp in partnership with leadership and training/quality resources.
• Recognize strong performance, reinforce company values, and identify development and succession opportunities for team members.
• Model professionalism, customer focus, ownership, sound judgment, and effective cross-functional teamwork.

• Own daily shift performance and actively manage call queues, customer demand, staffing coverage, and service levels throughout the day.
• Manage intraday workforce execution, including schedule adherence, employee availability, breaks, lunches, meetings, and other activities that affect customer coverage.
• Take timely corrective action when service performance deteriorates, including rebalancing available resources, escalating capacity constraints, and coordinating coverage or schedule adjustments consistent with company policy.
• Monitor and manage key contact-center metrics, including service level, answer rate, abandon rate, average speed of answer, schedule adherence, employee availability, occupancy/working rate, and refusals or no-answer events.
• Use average handle time and after-call work as diagnostic measures to identify process, training, or behavior opportunities without compromising customer experience or quality.
• Partner with leadership to maintain appropriate skill assignments, routing priorities, and role-based queue coverage.
• Provide hands-on customer support when necessary to protect service levels while maintaining primary responsibility for supervision, queue management, coaching, escalation management, and workforce execution.

• Serve as the first point of escalation for complex customer concerns, service failures, and operational issues; drive timely resolution and effective communication.
• Ensure accurate order capture and transaction execution, complete customer and account…