Customer Service Supervisor

Job Description

The Customer Service Supervisor leads the daily execution and continuous improvement of the customer service function, focusing on customer satisfaction, account management, operational excellence, and cross-functional collaboration. This role involves supervising the customer service team, managing key customer interactions, and ensuring accurate, timely, and professional service across all customer touchpoints. The ideal candidate is a hands-on leader who combines strong client-facing skills with operational discipline, proactively strengthening customer relationships, mentoring team members, and improving internal processes impacting the customer experience.

Job Title:
Customer Service Supervisor

Job Description

The Customer Service Supervisor leads the daily execution and continuous improvement of the customer service function, focusing on customer satisfaction, account management, operational excellence, and cross-functional collaboration. This role involves supervising the customer service team, managing key customer interactions, and ensuring accurate, timely, and professional service across all customer touchpoints. The ideal candidate is a hands-on leader who combines strong client-facing skills with operational discipline, proactively strengthening customer relationships, mentoring team members, and improving internal processes impacting the customer experience.

Responsibilities

• Handle incoming customer calls and inquiries, building strong rapport through professional, solution-oriented communication.
• Assess customer needs and provide accurate, complete information in accordance with company policies and procedures.
• Communicate pricing, order status, and shipment tracking information, while proactively notifying customers of revised ship dates or potential risks.
• Build and maintain long-term, trust-based customer relationships through consistent, open, and responsive communication.
• Track customer order forecasts and regularly follow up to ensure demand information is accurate and current.
• Process new customer accounts, maintain existing accounts, implement account changes, and manage all required documentation and records.
• Conduct quarterly customer service surveys, analyze results, present findings to management, and follow up with customers regarding feedback.
• Maintain the customer feedback and complaint log, coordinating cross-functionally to identify root causes and ensure timely resolution in compliance with ISO requirements.
• Oversee after-sales activities, including RMA processing and customer follow-up to confirm satisfaction.
• Track, investigate, and resolve customer debit memos and credits owed, coordinating with internal teams for accurate closure.
• Supervise, coach, and support the Customer Service team to ensure high performance and professional development.
• Coordinate closely with Finance to ensure customer orders are processed accurately and efficiently.
• Identify opportunities for improvement across all customer-facing processes, lead process audits, document gaps, and implement approved improvements.

Essential Skills

• Strong phone etiquette, active listening, and problem-solving skills.
• Excellent written and verbal communication skills.
• Customer-focused mindset with the ability to adapt to varying personalities and situations.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.
• Reliable punctuality and attendance.
• Proficiency in data entry and the use of computers, telephones, and standard office equipment.
• Comfortable working in a high-volume, deadline-driven environment.

Additional

Skills & Qualifications

• Familiarity with CRM systems and customer service best practices.
• Experience with ERP systems strongly preferred.
• Working knowledge of ISO procedures is a plus.
• Proficient in Microsoft Word and Excel; capable of creating and modifying documents and spreadsheets.
• High school diploma or equivalent required.
• Minimum of 5 years of combined sales and customer service experience required.
• Prior supervisory or lead experience preferred.

Work Environment

This position is based in an office environment, requiring the use of computers, telephones, and standard office equipment. The role is suited for individuals comfortable working in a high-volume, deadline-driven environment.

Job Type & Location

This is a Contract to Hire position based out of Folsom, CA.

Pay And Benefits

The pay range for this position is $22.00 - $24.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and…