Customer Service Supervisor

Description

• Translates global strategy into actionable operational plans for the team
• Coordinates day-to-day customer service operations and workflows
• Coaches, manages and develops the assigned team members
• Monitors team performance against targets
• Identifies training needs and supports professional development initiatives
• Leads the onboarding process for new team members
• Escalates complex issues and risks to the Global Customer Service Manager
• Produces regular performance reports and team updates for senior management
• Handles scheduling, shift planning, and workforce coverage across the team
• Acts as the primary point of contact for an assigned customer territory
• Processes sales orders and maintains accurate records across all transactions
• Prepares quotes, proposals, and sales reports for the team
• Manages and updates customer data within the CRM system
• Handles correspondence, scheduling, and administrative tasks for the team
• Supports the team with customer escalations
• Ensures accuracy and compliance in all sales documentation and filing
• Supports the Finance team in resolving customer collection issues
• Reviews backlog at month end and works with the team to ship all shippable items
• Reviews backlog at the beginning of the month and works with planning to obtain recovery dates for orders past due from the prior month
• Coordinates and supports intercompany reconciliation activities related to customer orders
• Completes assigned training and development programs
• Meets and maintains established key performance indicators (KPIs) and service level expectations
• Available to work across different time zones to support global operations and customer needs
• Takes on additional responsibilities as business needs evolve, demonstrating flexibility and a willingness to contribute wherever the team needs most

• Strong knowledge of customer service, order management, inside sales, and account support processes.
• Experience with ERP systems, reporting, KPI tracking, and Microsoft Office (Excel, Outlook, Teams, etc).
• Understanding of inventory, lead times, intercompany transactions, and collections support.
• Strong leadership, onboarding, coaching, and team coordination skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Ability to manage multiple priorities, high-volume customer interactions, and key account meetings in a fast-paced environment.
• Strong attention to detail with the ability to analyze data, identify issues, and drive process improvements.
• Ability to collaborate effectively with Sales, Finance, Supply Chain, and Operations teams.