Supervisor, Customer Service

Sales - Supervisor, Customer Service SUMMARY

The Customer Service Supervisor leads and develops a team responsible for delivering exceptional customer service and support throughout the customer lifecycle. This position oversees daily customer service operations, including customer inquiries, quotes, sales order management, account support, issue resolution, and customer experience initiatives. The supervisor serves as a liaison between customers, sales, operations, and other cross-functional teams to ensure customer expectations are met while supporting business objectives, operational efficiency, and continuous improvement efforts.

The role is responsible for coaching and developing employees, monitoring team performance, implementing best practices, analyzing customer service metrics, and driving customer satisfaction through effective leadership and process improvements.

• Oversee daily customer support activities, including RFQs, quotations, sales order entry, order management, and customer inquiries.
• Manage escalated customer concerns and ensure timely resolution of issues.
• Build strong customer relationships to achieve high levels of customer satisfaction while supporting company profitability objectives.
• Serve as the primary liaison between customers and internal departments to ensure customer expectations are communicated, understood, and fulfilled.
• Monitor key customer accounts, service levels, performance, customer requirements and scorecards.
• Follow up with customers regarding service issues, delivery performance, and satisfaction.

• Develop, maintain, and improve customer service processes, procedures, and best practices.
• Manage and continuously improve quotation, order entry, and customer support processes.
• Coordinate cross-functional activities to resolve customer, operational, or system-related issues.
• Lead or participate in continuous improvement projects that enhance productivity, quality, and customer satisfaction.
• Ensure compliance with company policies, procedures, and quality standards.

• Monitor department metrics, productivity, and service performance indicators.
• Prepare reports and dashboards related to forecasts, order performance, customer satisfaction, on-time delivery, and departmental metrics.
• Analyze data and make recommendations to improve customer service performance and operational effectiveness.
• Develop corrective actions and countermeasures to address performance gaps.

• Assist sales and account management teams in achieving customer retention, revenue, and growth objectives.
• Support pricing, quoting, and large quote package management while ensuring ethical and responsible business decisions.
• Maintain current knowledge of customer accounts, industry trends, products, and service requirements.
• Quickly identify issues, determine root causes, and drive effective resolutions.

• Utilize SAP and customer service systems daily.
• Contribute to team initiatives and organizational goals in a collaborative and professional manner.
• Perform other duties as assigned in support of departmental and company objectives.
• Foster an inclusive workplace by actively addressing biases and promoting diversity.

* Other duties as required in support of the department and the company*

Supervisory responsibilities involve overseeing and managing a team or individual to ensure adequate performance and job satisfaction and contribute to individuals' career goals. Directly supervises Customer Success Customer Service Team. Responsible for employee selection, onboarding, training, scheduling, performance management, coaching, development, and engagement. Ensure work is completed accurately, efficiently, and in accordance with company standards. Supervise, coach, mentor, and develop customer service representatives and customer experience personnel.

Prioritize, assign, monitor, and evaluate team workloads and performance. Collaborate with Customer Success Manager on performance reviews, development planning, coaching sessions, and corrective action processes as needed. Onboard and train new employees. Foster a positive, customer-focused culture that emphasizes accountability, teamwork, and continuous improvement. Ensure employees understand their responsibilities, scope of authority, and service expectations.

To succeed in this job, an individual must satisfactorily…