Customer Service Supervisor

LGG INDUSTRIAL

LGG INDUSTRIAL is a solutions-driven national distributor of hoses, gaskets, and conveyor products. Our skilled colleagues serve customers in various industrial segments to improve their operations and reduce their total cost of ownership. With locations across the United States and Canada, we aim to deliver consistent service and support across North America.

We desire to create an employee-centric place to work, a place where you can develop your skills and grow as a professional. We provide training and advancement opportunities to build a career and life-work integration to keep you at your best

.
Our philosophy is that the success of our business is directly dependent upon the health and safety of our associates. We focus on maintaining a safe work environment and strive to achieve zero injuries through our safety-first culture. For more information, please visit www.lggindustrial.c

om
About This Opportun

ityRole Prof

ilePosition: Customer Service Supervi

sorJob Location: Houston,

TXJob Type: Full-T

imeStatus: Non-Exe

mpt
Summary of the

RoleThe Customer Service Supervisor is responsible for overseeing daily operations of the customer service representatives at their assigned Branch location. This role ensures exceptional service delivery by monitoring performance, coaching team members, and enforcing adherence to company policies, processes, and customer experience standards. The supervisor will lead efforts in CRM utilization, call handling, quality assurance, timely response, and pricing accuracy to support sales, operational efficiency, and customer satisfact

i

on. Responsibili

• tiesSupervise, coach, and motivate a team of customer service representatives to meet and exceed performance expectati
• ons.Monitor call queues, phone adherence, and service levels to ensure timely and professional responses to customer inquir
• ies.Oversee CRM usage, ensuring accurate and complete documentation of customer interactions, orders, quotes, and iss
• ues.Collaborate with Sales, Operations, Purchasing, and Pricing teams to ensure effective order management, quote turnaround, and competitive pricing strateg
• ies.Track, report, and analyze performance metrics (KPIs), identifying opportunities for improvement and implementing corrective acti
• ons.Support conflict resolution and escalation management with key custom
• ers.Train and onboard new team members, ensuring compliance with company systems, processes, and service standa
• rds.Recommend process improvements to enhance efficiency, service delivery, and customer satisfact
• ion.Must maintain 100% commitment to safety policies and procedu
• res.Build and maintain strong relationships with customers, and support teams in effectively managing customer iss
• ues.Support Customer Service Sales Reps by processing requests for quotes and ord
• ers.Respond timely to Customer Corrective Action Requests and ensure effective implementation of Corrective Act
• ion.Perform other duties as trained and qualified

for.
Skills and Abil

• itiesEffective customer service interpersonal skills with the ability to negotiate and influence for positive ou
• tcomeAbility to work independently and prioritize responsibil
• itiesMust have a sense of “team” response to satisfy sales goals and ensure 100% customer satisfaction and the ability to interact effectively with all types of pe
• ople.Inspirational leader that can motivate and work effectively in a matrix management with sales, manufacturing, customer service, supply chain, and Key acco
• unts.Inherently possesses a contagious “can-do” attitude that energizes the workgroup and those around
• themExperience and passion for, motivating people, instilling accountability, and achieving results under tight constr
• aintsRequires excellent verbal and written communications skills, professional telephone etiquette, and the ability to handle stressful situations in an efficient, professional and courteous m
• annerMust possess a mechanical aptitude with the ability to read and interpret drawings to understand how to meet customer requirements; learn how our products are manufactured and utilized by our cust
• omersAbility to manage

t

eams Minimum Qualifica

• tions3–5 years of customer service experience, preferably in industrial distribution or related B2B environ
• ment.1–3 years of supervisory or leadership experi
• ence.Strong knowledge of CRM systems, ERP systems, and order management proce
• sses.Proven ability to manage competing priorities in a fast-paced, high-volume environ
• ment.Excellent communication, coaching, and conflict resolution sk
• ills.Strong Microsoft Office skills including PowerPoint and E
• xcel.Previous experience utilizing an ERP sy
• stem.Reliable transportation is a
• must.Ability to work overtime, as req
• uiredAbility to work nights and weekends, as requ

i

red. Preferred Qualifica

• tionsIndustrial setting exper

ience
Physical Requirements and Work Envir

onmentThis position is primarily based in an office environment but may occasionally require visits to the warehouse for order-related follow-ups. The warehouse environment may include fluctuating temperatures (both hot and cold), varying noise levels, exposure to dust, and other typical elements of an active industrial environment. Reasonable accommodations are available to support individuals with disabilities in performing the essential functions of this

• role.Ability to work in a stationary position for extended periods of
• time.Frequent operation of a computer, keyboard, mouse, and other standard office equi
• pment.Ability to comprehend and follow instructions and safety proce
• dures.Ability to read, write and communicate in E
• nglishAbility to comprehend documents such as safety rules, operating and maintenance instructions, inventory sheets, and procedure ma
• nuals.Ability to respond to safety signals, alarms, and verbal instruc
• tions.Ability to work in varying environmental conditions, including exposure to temperature changes, dust, and warehouse
• noise.Ability to wear required personal protective equipment (PPE), such as gloves, safety glasses, steel-toed footwear, hearing protection, or hard hats when req

uired.
Total

• RewardsCompetitive compensation plan, with a bonus po
• tentialHealth Benefits: medical, dental, vision, short term and long-term disability – available 1st of month following the date
• of hire401k with compan
• y matchPaid vacation, holidays and si

ck time
Equal Opportunity E

mployer It is our policy to employ qualified persons without regard for veteran or disability

status.Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the