What are the responsibilities and job description for the Supervisor, Consumer Service position at Pure Fishing?
About Pure Fishing
Pure Fishing is a global leader in the fishing tackle industry, with a portfolio of iconic brands that includes Abu Garcia®, Berkley®, Fenwick®, Frabill®, PENN®, Pflueger®, Plano®, Savage Gear®, Shakespeare®, SpiderWire®, Ugly Stik®, and many more. The brands that came together to form Pure Fishing were founded by inventors and innovators responsible for many of the advancements in the fishing tackle industry that anglers worldwide benefit from today. Our team of industry-leading experts and our global network of operations and innovation hubs strive to find those next innovations and produce world-class products designed to delight our consumers, strengthen business for our customers, and build love for our brands globally.
But to us fishing is not just about business, it is about time shared with family and friends, for some the peace derived from time on the water or for others the thrill of the battle and satisfaction of the earned triumph, and for all that feeling you get with every catch. We are a passionate team hungry to win while dedicated to creating memorable experiences with our brands and products and helping anglers everywhere have more fun catching more fish. We want your next day on the water to be your best day on the water. At Pure Fishing we have high expectations for Execution, we strive to Empower our people every day, expect and encourage Authenticity.
Supervisor, Consumer Service
Job Summary
As a Consumer Service Supervisor, you’ll lead a team dedicated to delivering exceptional service experiences to our customers. You’ll oversee daily operations, coach and develop your team, and ensure every interaction reflects our commitment to quality and care. This role is perfect for someone who thrives on leadership, problem-solving, and creating a high-performing, customer-focused environment.
What will you do?
Pure Fishing is a global leader in the fishing tackle industry, with a portfolio of iconic brands that includes Abu Garcia®, Berkley®, Fenwick®, Frabill®, PENN®, Pflueger®, Plano®, Savage Gear®, Shakespeare®, SpiderWire®, Ugly Stik®, and many more. The brands that came together to form Pure Fishing were founded by inventors and innovators responsible for many of the advancements in the fishing tackle industry that anglers worldwide benefit from today. Our team of industry-leading experts and our global network of operations and innovation hubs strive to find those next innovations and produce world-class products designed to delight our consumers, strengthen business for our customers, and build love for our brands globally.
But to us fishing is not just about business, it is about time shared with family and friends, for some the peace derived from time on the water or for others the thrill of the battle and satisfaction of the earned triumph, and for all that feeling you get with every catch. We are a passionate team hungry to win while dedicated to creating memorable experiences with our brands and products and helping anglers everywhere have more fun catching more fish. We want your next day on the water to be your best day on the water. At Pure Fishing we have high expectations for Execution, we strive to Empower our people every day, expect and encourage Authenticity.
Supervisor, Consumer Service
Job Summary
As a Consumer Service Supervisor, you’ll lead a team dedicated to delivering exceptional service experiences to our customers. You’ll oversee daily operations, coach and develop your team, and ensure every interaction reflects our commitment to quality and care. This role is perfect for someone who thrives on leadership, problem-solving, and creating a high-performing, customer-focused environment.
What will you do?
- Supervise and support Consumer Service Representatives in daily operations
- Coordinate service activities in line with company policies and procedures
- Schedule and organize team workloads to meet demand
- Review and approve resolutions for customer complaints
- Develop, implement, and improve customer service procedures
- Monitor team and department performance through metrics and KPIs
- Partner with internal departments to resolve customer needs effectively
- Lead, coach, and mentor team members to drive performance and growth
- Manage staffing, performance reviews, and employee development
- Approve timecards, schedules, and overtime as needed
- Ensure consistent application of company policies and procedures
- Support budgeting and operational planning for the department
- Handle complex or escalated customer issues directly
- Drive continuous improvement through training, tools, and process enhancements
- Bachelor’s degree in Business Management or a related field preferred
- 5 years of experience in customer service or sales management
- Proven leadership experience managing and developing teams
- Strong understanding of customer service operations and best practices
- Excellent communication and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience working with performance metrics and process improvements
- Lead a team that directly impacts customer experience and brand loyalty
- Work with a passionate, collaborative group that values service excellence
- Opportunity to shape processes and improve how we serve our customers
- Be part of a global brand trusted by anglers worldwide
- Competitive benefits and opportunities for growth
- Fast-paced, team-oriented customer service environment
- Cross-functional collaboration with multiple departments
- A culture focused on continuous improvement and customer satisfaction
- Strong leadership and coaching mindset
- Ability to make decisions and solve problems effectively
- Excellent organizational and time-management skills
- A customer-first mentality
- Drive to continuously improve processes and team performance