Customer Service and Support Supervisor

Louisville, Kentucky, United S, KY, United States of America

At Whip Mix, innovation isn’t just what we do—it’s who we are. For over a century, we’ve been a trusted partner to dental professionals worldwide. From designing and manufacturing cutting-edge digital solutions to tried-and-true lab essentials, we bring craftsmanship, technology, and customer care together in one place.

We’re proud to be a family-owned, Louisville-based company with a global reach, serving dental labs, universities, and clinicians across more than 80 countries. Our mission? To combine quality and creativity with a service-first mindset that makes a real difference in people’s lives. If you’re looking to join a team where tradition meets innovation, and where every day brings new opportunities to grow, Whip Mix is the place for you.

We’re looking for a hands-on Customer Service & Support Supervisor who leads by example, works shoulder-to-shoulder with the team, and keeps customers, sales, and operations moving in sync.

What you'll be doing:

• Coach, train, and support Customer Service Specialists, Sales & Operations Support Coordinators, and technical support team members while actively handling customer inquiries yourself.
• Own the customer experience - From order processing to issue resolution, you’ll ensure customers feel heard, supported, and confident in our brand.
• Partner closely with Production, Shipping, Sales, Accounting, Supply Chain, Planning, Technical Services, and Quality to keep orders accurate and on time.
• Identify process gaps, recommend improvements, and drive continuous improvement across customer service workflows.
• Own and manage the CRM system including leads, workflows, reporting, and data integrity—turning insights into smarter customer strategies.
• Oversee documentation control, ERP updates, change requests, cycle counts, production labeling, and digital record accuracy.
• Coordinate promotions, campaigns, product updates, dealer communications, website updates, and marketing materials.
• Proactively gather feedback, spot trends, and communicate insights internally before small issues become big ones.
• Track, report, and administer continuing education credits with precision and care.
• Process credits, chargebacks, and adjustments accurately in the ERP system

What you'll bring to the table:

• Bachelor's degree in business, operations, or related field preferred (or equivalent experience)
• 5+ years of experience in customer service, sales operations, or support roles, preferably in a manufacturing environment
• A working leader who enjoys balancing people leadership with hands-on execution
• Experience with CRM systems (Hubspot preferred)
• Confidence working cross-functionally and keeping multiple priorities moving
• A proactive communicator who spots issues early and solves them fast

Benefits:
Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, 401K/403b Plan