Customer Service Supervisor

United States - WI - West Bend Customer Service Supervisor Full-Time, Permanent

This is a hybrid position that can be located in any of the following provinces or states: AB, BC, MN, UT, WA, WI

Graymont is seeking a Customer Service Supervisor to establish and maintain a world‑class customer service team to deliver service excellence to Graymont's customers in the Central and Western regions. Reporting to the Customer Service Manager, you will oversee a team of customer service representatives across multiple locations to ensure efficient and effective customer order management, dispatch coordination, issue resolution, and team performance while driving workflow efficiency, process improvement, and operational excellence.

As a key resource for the customer service team, the Customer Service Supervisor provides coaching, guidance, and hands‑on support to ensure service excellence, employee development, and alignment with business objectives. The successful candidate demonstrates initiative, strong prioritization skills, and a continuous improvement mindset, thriving in a fast‑paced environment that requires collaboration, adaptability, and a strong customer focus.

• Lead, coach, and develop a team of Customer Service Representatives across North America, fostering a culture of service excellence, accountability, and continuous improvement.
• Develop, monitor, and report on key performance indicators (KPIs) to evaluate customer service performance, provide monthly service updates, and build team capability to consistently deliver high‑quality service aligned with established processes and standards.
• Support the Customer Service Manager in implementing standards and processes with the Customer Facing CSRs by:
  • Coordinating team operations and resources to ensure efficient service delivery and achieve operational performance objectives.
  • Monitoring workload and performance, proactively addressing development needs and recommending training opportunities.
  • Identifying and implementing process improvements, workflow efficiencies, automation opportunities, and system enhancements to improve service delivery and team effectiveness.
  • Promoting and supporting the use of One Graymont tools and processes, including S&OP, QMS, Transwide, Salesforce, and other customer service systems.
  • Support and guide Customer Facing CSRs in adjusting short‑term customer demand forecasts (1-3 weeks) to ensure customer requirements are accurately reflected in the S&OP process.
• Provide and coordinate back‑up Customer Service duties for assigned locations as necessary:
  Facilitate and assist in training and being trained in other cross‑functional duties within the department/region, including:
  • Receive, process, and confirm customer orders, contacting different carriers to arrange for delivery of confirmed orders when required (dispatching), in a timely and responsive manner that meets both the customer's and the business' needs.
  • Ensure manual bills of lading for terminals or plants are accurately processed in a timely manner.
  • Process railcar billing and working with the rail team and railroads to trace, expedite, resolve any issues impacting customer deliveries.
  • Customer demand planning for weeks 1-3 in collaboration with Supply Planner and Sales team.
  • On Call after‑hours duty as required.
• Identify and promptly respond to customer needs, going above and beyond to resolve escalated issues while providing exceptional service and adhering to Graymont's core values. Outstanding communication and interpersonal skills shine as you tackle complex issues, keeping the customer at the centre of what you do.
• Work cross‑functionally with internal departments (Invoicing CSRs, Account Managers, Regional Sales VP's, Quality Assurance,…