Customer Service Supervisor

Do you have great customer service experience and looking for a new opportunity? I f you’re passionate about people leadership, continuous improvement, and creating standout customer experiences, this is your opportunity to make an impact at Knape & Vogt. We are looking for a Customer Service Supervisor to join our industry leading team! Enjoy excellent pay and incentives at a company where you will be recognized and rewarded!

Company Overview

Knape & Vogt Manufacturing Company has been based in Grand Rapids for over 125 years. We are a global leader specializing in the design, manufacture and distribution of functional hardware, office and healthcare ergonomics and storage-related components for original equipment manufacturers, specialty distributors, hardware chains and major home centers.

What’s In It For You?

• Benefits including Medical/Dental/Vision plus many more
• Competitive Pay
• Generous Paid Time Off
• Paid Holidays
• 401K with Company Match
• Tuition Reimbursement
• Employee Discount Programs
• Bonus and Merit opportunities
  
  

What Will You Get To Do

Team Leadership & Performance

• Lead and coach a team of Customer Service & Order Entry Representatives to meet or exceed service-level expectations
• Conduct regular 1:1s, provide real-time feedback, maintain accountability, and support team development plans
• Monitor daily workload distribution (cases, phones, emails, order entry), ensuring service coverage and adherence to hybrid/on-site expectations
• Support interviewing, onboarding, and training of new team members
  
  

Customer Experience & Escalation Support

• Serve as first point of escalation for customer issues, partnering with Product Support, Sales, Planning, and Distribution
• Ensure timely resolution of customer inquiries related to orders, shipments, pricing updates, claims, and product availability
• Drive consistency and quality in communication across the team
  
  

Process Management & Continuous Improvement

• Ensure adherence to SOPs and contribute to updates for order entry, case management, credits/returns, and shipment issue workflows
• Identify process gaps and collaborate with the Senior Manager to implement improvements that enhance speed, accuracy, and customer satisfaction
  
  

Data, Reporting & Metrics

• Monitor daily/weekly team performance metrics (On-Time Shipment support, case response & closure, call handling, OTD insights, order accuracy)
• Review Power BI dashboards and Salesforce reports to identify trends, root causes, and training opportunities
• Assist in building KPI visibility tools (whiteboards, dashboards, scorecards) and communicating results to leadership
  
  

What Will You Bring

• Work Experience : 5 years of experience in Customer Service, experience leading a team
• Education: High school diploma or GED
• Computer Skills: Intermediate skills in Microsoft Office Suite, working knowledge of ERP and CRM systems
• Organization Skills: Strong organizational skills with ability to handle multiple priorities efficiently and effectively; ability to efficiently work in a highly paced environment; detail oriented to provide highest degree of accuracy and completeness possible
• Communication Skills: Excellent verbal and written communication skills combined with ability to communicate effectively with individuals at all levels, both inside and outside of the organization