Customer Support Supervisor

• Oversee the daily operations of customer support and order fulfillment while leading a team responsible for delivering a seamless experience to customers.
• Partner closely with sales, operations, warehouse teams, vendors, and customers to ensure service excellence and operational efficiency.
• Lead, coach, and develop a team of non-exempt employees, including hiring, onboarding, performance management, training, development planning, scheduling, payroll reporting, and employee engagement.
• Foster a culture of accountability, professionalism, consistency, and customer focus.
• Ensure customer orders, service requests, project coordination, delivery activities, and support functions are executed accurately and efficiently.
• Drive customer satisfaction by creating experiences that exceed expectations in responsiveness, professionalism, and ease of doing business.
• Monitor and deliver department-specific performance metrics and operational goals.
• Analyze operational and customer data to identify trends, opportunities, and future business needs.
• Assist in the development and implementation of processes, policies, and procedures that improve operational effectiveness and customer satisfaction.
• Lead and support continuous improvement initiatives across all areas of responsibility.
• Identify and implement technologies and tools that improve workflow efficiency and customer service outcomes.
• Partner with branch sales teams, customers, vendors, and internal departments to ensure seamless communication and execution.
• Assist with budgeting activities and cost-center planning.
• Participate in company safety initiatives, audits, reporting, and policy implementation as needed.
• Support inventory planning, physical inventory activities, reporting, and operational accuracy.

• Strong leadership experience managing, coaching, and developing employees.
• Demonstrated success creating accountability and driving team performance.
• Excellent organizational skills with strong attention to detail and follow-through.
• Ability to remain calm and make sound decisions in urgent customer situations.
• Strong problem-solving and analytical capabilities.
• Ability to build trust and credibility with employees, customers, and business partners.
• Effective verbal and written communication skills.
• Comfortable navigating change and leading process improvement initiatives.
• Strong customer service mindset with a commitment to excellence.
• Proficiency with Microsoft Office and the ability to learn internal systems and applications.
• Ability to interpret operational and financial performance data.

Demonstrates strong leadership in managing and developing teams while ensuring operational efficiency and customer satisfaction. Proficient in analyzing performance data and implementing process improvements to enhance service delivery.

• Leadership Experience
• Team Performance Management
• Customer Service Mindset
• Operational Data Analysis
• Process Improvement Initiatives

• Performance Metrics Monitoring
• Operational Effectiveness
• Budgeting Activities
• Inventory Planning
• Data Interpretation

• Organizational Skills
• Problem-Solving
• Effective Communication
• Building Trust
• Adaptability

• Customer Support
• Order Fulfillment
• Continuous Improvement
• Employee Engagement
• Service Excellence

• Microsoft Office
• Internal Systems