Customer Service Supervisor

Imperial Brady has a Customer Service Supervisor role available in Franklin, MA! Join a strong and continuously evolving team that helps our business grow. If you’re looking for your next opportunity, Imperial Brady is a great place to take that next step.

Salary: $65,00 – $70,000 annually

The Customer Service Supervisor is responsible for leading and supporting the daily operations of the Customer Service team to ensure exceptional service is provided to customers. This role oversees customer service representatives, monitors performance, provides coaching and development, and helps drive continuous improvement in customer satisfaction, productivity, and operational efficiency. The Customer Service Supervisor serves as a key resource for escalated customer issues and works closely with cross-functional teams to support business objectives.

• Supervise, coach, and develop Customer Service Representatives to achieve departmental goals and service standards.
• Monitor daily workflow, staffing levels, and productivity to ensure efficient operations and timely customer support.
• Assist with hiring, onboarding, training, and performance management of team members.
• Handle escalated customer inquiries and resolve complex service issues in a professional and timely manner.
• Review customer interactions to ensure quality, accuracy, and adherence to company policies and procedures.
• Analyze department metrics and identify opportunities to improve service levels, response times, and customer satisfaction.
• Collaborate with Sales, Operations, Transportation, Purchasing, and other departments to resolve customer concerns and improve processes.
• Conduct regular team meetings and provide ongoing communication regarding company initiatives, policy changes, and performance expectations.
• Support the implementation of new processes, systems, and continuous improvement initiatives.
• Maintain a positive and professional work environment that promotes teamwork, accountability, and employee engagement.
• Ensure compliance with company policies, safety requirements, and applicable regulations.
• Perform other related duties as assigned.

• Associate's degree preferred; equivalent combination of education and experience will be considered.
• Minimum of 3-5 years of customer service experience, preferably in distribution, logistics, or a fast-paced service environment.
• Prior supervisory, team lead, or leadership experience preferred.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Proven ability to motivate and develop employees while driving results.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency with Microsoft Office applications and customer service systems.
• Experience with ERP systems such as Dayforce, SAP, Oracle, or similar platforms is a plus.

• Strong leadership and coaching abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to analyze data and make informed business decisions.
• Strong attention to detail and follow-through.
• Ability to work effectively in a team-oriented environment.
• Adaptability and ability to manage changing priorities.