What are the responsibilities and job description for the Customer Service Supervisor position at MDC Precision, LLC?
Description
- Translates global strategy into actionable operational plans for the team
- Coordinates day-to-day customer service operations and workflows
- Coaches, manages and develops the assigned team members
- Monitors team performance against targets
- Identifies training needs and supports professional development initiatives
- Lead the onboarding process for new team members
- Escalates complex issues and risks to the Global Customer Service Manager
- Produces regular performance reports and team updates for senior management
- Handles scheduling, shift planning, and workforce coverage across the team
- Acts as the primary point of contact for an assigned customer territory
- Processes sales orders and maintains accurate records across all transactions
- Prepare quotes, proposals, and sales reports for the team
- Manages and updates customer data within the CRM system
- Handles correspondence, scheduling, and administrative tasks for the team
- Supports the team with customer scalations
- Ensures accuracy and compliance in all sales documentation and filing
- Support the Finance team in resolving customer collection issues
- Reviews backlog at month end and works with the team to ship all shippable items
- Reviews backlog at the beginning of the month and works with planning to obtain recovery dates for orders past due from the prior month
- Coordinate and support intercompany reconciliation activities related to customer orders
- Completes assigned training and development programs
- Meets and maintains established key performance indicators (KPIs) and service level expectations
- Available to work across different time zones to support global operations and customer needs
- Takes on additional responsibilities as business needs evolve, demonstrating flexibility and a willingness to contribute wherever the team needs most
Requirements
- Strong knowledge of customer service, order management, inside sales, and account support processes.
- Experience with ERP systems, reporting, KPI tracking, and Microsoft Office (Excel, Outlook, teams, etc.).
- Understanding of inventory, lead times, intercompany transactions, and collections support.
- Strong leadership, onboarding, coaching, and team coordination skills.
- Excellent communication, problem-solving, and conflict resolution abilities.
- Ability to manage multiple priorities, high-volume customer interactions, and key account meetings in a fast-paced environment.
- Strong attention to detail with the ability to analyze data, identify issues, and drive process improvements.
- Ability to collaborate effectively with Sales, Finance, Supply Chain, and Operations teams.