Customer Service Supervisor

Summary

Under the direction of the Quality Control Manager, the Customer Service Supervisor is responsible for overseeing daily customer service operations while ensuring exceptional support for internal and external customers. This role supervises customer service team members, resolves escalated customer concerns, analyzes operational data, and identifies opportunities to improve processes, service levels, and overall customer satisfaction.

• Investigate customer concerns and operational issues to identify root causes and implement effective solutions.
• Communicate professionally with customers via phone and email to provide timely support and issue resolution.
• Manage and resolve complex customer service issues that require escalation beyond the customer service representative level.
• Analyze operational data and customer service metrics to compile reports and identify trends.
• Coordinate and communicate daily with customers and management regarding operational concerns, service initiatives, and follow-up actions.
• Identify opportunities to improve customer service processes, workflows, and operational efficiencies, implementing solutions as appropriate.
• Supervise, train, coach, and evaluate customer service team members to ensure high performance and exceptional customer service.
• Maintain a professional, customer-focused environment while fostering positive working relationships across departments.
• Support cross-functional initiatives and assist with special projects as assigned.
• Perform other duties as assigned to support business needs.

• Bachelor’s degree or equivalent combination of education and relevant work experience preferred.
• Minimum of three (3) years of customer service experience, preferably in a warehouse, distribution, logistics, or supply chain environment.
• Previous supervisory or leadership experience preferred.
• Working knowledge of warehouse operations and customer service best practices.
• Strong verbal and written communication skills.
• Ability to effectively interact with all levels of management, employees, customers, and business partners.
• Excellent problem-solving, conflict resolution, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and professionalism.
• Experience with accounts payable and accounts receivable processes is preferred.
• Proficient in Microsoft Office Suite and other business systems.

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or a related field preferred. Equivalent work experience may be considered in lieu of formal education.