Customer Service Supervisor

H-P PRODUCTS, INC.

Job Title: Customer Service Supervisor

Department: ETB Sales & Marketing

Reports To: Business Operations Manager

FLSA Status: Salary Exempt

Location: 512 W Gorgas St Louisville OH 44641

Position Summary

The Customer Service Supervisor provides leadership and day-to-day direction to the Customer Service team while remaining actively engaged in operational responsibilities. This role combines hands-on customer service with team leadership, ensuring the timely and accurate resolution of complex customer issues, management of key accounts, and continuous process improvement initiatives. The Customer Service Supervisor fosters a high-performance team through coaching, accountability, and ongoing development, while ensuring efficient order processing and the delivery of exceptional customer service across all three market segments (catalog, custom, and central vacuum).

Key Responsibilities

1. Leadership & Team Management

• Supervise the daily activities of the Customer Service Representatives.
• Set priorities and balance workloads.
• Coach, mentor, and develop team members.
• Conduct performance evaluations and provide regular feedback.
• Monitor attendance and productivity.
• Recruit, interview, onboard, and train new employees.
• Foster a positive, collaborative team environment.

2. Customer Service Operations

• Personally manage assigned customer accounts and key relationships.
• Cross-functional CSR responsibilities for all three market segments (catalog, custom, and central vacuum).
• Handle escalated customer concerns and service issues.
• Assist with order entry, order management, and problem resolution during peak workloads.
• Work directly with customers to ensure timely resolution of issues.

3. Cross-Functional Collaboration

• Partner with Sales, Production, Purchasing, Logistics, and Accounting to resolve customer issues.
• Coordinate communication regarding order status, inventory constraints, and production schedules.
• Support company initiatives and process improvements across departments.

4. Process Improvement

• Identify opportunities to improve workflows and customer experience.
• Develop and maintain standard operating procedures.
• Assist with the implementation of new systems and technologies

Qualifications

Education and Experience:

• 5 years of customer service experience in a manufacturing or distribution environment.
• 2 years of supervisory or leadership experience preferred.
• Strong ERP system experience (such as MAPICS).
• Excellent communication, organization, and problem-solving skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Advanced computer skills and experience with all Microsoft platforms (Excel, Word, Teams, PowerPoint, etc.)

What Success Looks Like for the Customer Service Supervisor:

• Leads by example.
• Is willing to jump in and help when the team is overwhelmed.
• Holds employees accountable while providing support and coaching.
• Makes decisions confidently and communicates clearly.
• Builds trust with both customers and employees.
• Continuously looking for ways to improve efficiency and service.
• Cross training between all 3 market segments (catalog, custom, and central vacuum)

Performance Metrics

• Track order accuracy, response times, and customer satisfaction.
• Ensure departmental goals are achieved.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $47,339 - $65,286