Customer Service Supervisor

Rela Dyne is the nation’s leading automotive, industrial, and commercial lubricants provider and a trusted partner for reliability services. We’re more than just a distributor — we’re a team dedicated to innovation, service excellence, and growth.

We’re looking for a motivated and organized Customer Service Supervisor who thrives in a fast-paced environment. This role plays a key part in supporting Sales and Customer Service through accurate order processing, strong communication, and dependable administrative support, all to help deliver an outstanding customer experience.

• Lead and supervise a team of 8-10 Customer Service Associates, providing direction, coaching, and support to ensure high performance and professional customer interactions.
• lead associates, processes, and policies of Rela Dyne in a manner of excellence in order to sustain customer loyalty and provide opportunities for corporate growth
• Monitor and evaluate phone and email communications to ensure service quality and professionalism.
• Oversee daily customer service operations to ensure inquiries and requests are handled promptly and accurately.
• Address and resolve escalated customer concerns or service issues in a timely and professional manner.
• Obtain and evaluate relevant information to respond to product inquiries, service requests, and order-related questions.
• Ensure adherence to Customer Service SLA's (service level agreement) measures (ASA, ABN, etc).
• Review and analyze dashboards and reporting from the phones and Salesforce.

• Oversee the setup of new customer accounts and ensure accurate maintenance of customer data.
• Ensure accurate processing of customer orders, forms, applications, and service requests.
• Organize team workflow to meet customer time frames and service expectations.
• Maintain customer records and databases, ensuring data accuracy and integrity within company systems, including SAP.

• Communicate and coordinate with internal departments including sales, logistics, operations, and accounting to resolve customer issues and support business operations.
• Provide feedback to leadership regarding opportunities to improve customer service processes and operational efficiency.
• Assist in preparing correspondence, reports, and presentations as needed.
• Coordinate mail, shipping, and customer documentation as required.
• Support special projects and departmental initiatives as assigned.

• Provide leadership, coaching, and development for Customer Service Associates.
• Leverage customer feedback to suggest service improvements and trends.
• Establish clear expectations, service standards, and performance goals for the team.
• Conduct regular performance discussions and evaluations to support associate growth and accountability.
• Review and approve associate timecards in accordance with company payroll processes and deadlines.
• Monitor team productivity and workflow to ensure customer service objectives are achieved.
• Foster a positive and collaborative team environment that reflects Rela Dyne's values and commitment to service excellence.

• Minimum of 5+ years of customer service experience, preferably in a business-to-business, industrial, distribution, or logistics environment.
• At least 2+ years of supervisory or team leadership experience, preferably managing multiple customer service associates.
• Strong customer service and relationship management skills.
• Excellent phone etiquette and professional communication skills.
• Demonstrated leadership, planning, and team management abilities.
• Ability to analyze service metrics and operational data to identify trends and improvement opportunities
• Strong problem‑solving and analytical skills with the ability to manage multiple priorities.
• Ability to work effectively under pressure and resolve challenging customer situations.
• Strong interpersonal skills and ability to collaborate across departments.
• Proficiency with Microsoft Office applications including Word, Excel, and PowerPoint.
• Experience working with ERP systems such as SAP, including customer account management and…