Customer Service Supervisor

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.