Supervisor, Customer Service (DEF)

The Supervisor, Customer Service is key to delivering exceptional customer service, managing customer communications, order entry, and issue resolution. They must understand all departmental functions and handle complex situations to ensure customer satisfaction. Responsibilities include enhancing service efficiency through metrics analysis, providing training and coaching, approving time off, managing timecards, and ensuring cross-functional standards are met. This role oversees employees and collaborates with teams in Georgia and Denver.

Responsibilities

Leadership

• Provide day-to-day oversight and performance management of the DEF Customer Service Team
• Drive training regimen of the DEF Customer Service Team
• Mindset of continuous improvement to update, identify, create, and test new process documents or tools for Customer Service team as needed
• Manage and approve time off requests and biweekly timecard management in payroll system
• Escalation point for customer issues and emergency situations to provide quick resolution through cross functional collaboration when needed
• Participate in war room situations as needed
• Provide backup to Manager, Customer Service to include:
  • Daily performance feedback to all Customer Service Coordinators and reporting CSC Stats to C-Level management
  • Weekly Training status report updates to all
• Lead adoption and development of Microsoft Copilot programs to help the team be more efficient

Customer Service

• Greet customers and assess the problem or reason for calling or emailing
• Ability to rapidly diagnose customer issues with resolution and address customer concerns timely by troubleshooting and/or engaging necessary internal departments
• Ensure that customer communication is thorough and that realistic expectations are communicated
• Ensure that all customer requests are completed, even after handoff or escalation to other departments
• Ensure that detailed "Pass Downs" are provided to the CSC Team or After Hours Team before the end of the shift
• Backup for the Canadian Office, take orders, phone calls and dispatch

Order Entry

• Ensure all loads requested are entered successfully and order number is provided to the customer
• Immediately contact the appropriate group(s) when a customer requires additional service and the call comes to the Customer Service Team; ensure a successful transfer of the call (if need be) is made to the appropriate person
• Coordinate between internal teams and customers to ensure all orders are received, entered, and sent to dispatch for delivery

Position Requirements

Formal Education & Certification

• Bachelor's degree preferred or equivalent work experience

Knowledge & Experience

• Minimum 4 years of prior Customer Service
• Minimum 1 year experience in industry (or similar) required
• Minimum 1 year Mansfield specific preferred
• Intermediate experience with MS Office Suite, phone systems, and comfortability with learning new technology systems and tools

Qualifications & Characteristics

• Must be able to multi-task and make financial impactful decisions in a fast-paced environment
• Demonstrated ability to work in a fast paced, constantly changing environment
• Demonstrated ability to create outside of the box solutions to effectively problem solve
• Ability to handle multiple tasks and move between activities that require immediate response
• Ability to communicate effectively to all stakeholders

Work Environment

• 40-hour hybrid work week, that may require on-call or modified schedule
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
• Weekend work may be required at times and coordinated in advance with your supervisor

Pay range in Colorado is $70 - 80k

Applications will be accepted until role is filled.

Position is eligible for an annual bonus of up to 5% of annual salary.

In addition to Vacation (2 weeks annually, depending on tenure), and Sick Leave (5 days annually); Full benefits information can be found here: https://communications.aleragroup.com/Mansfield2026/

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

• 5% Travel required between various MOC offices