Customer Service Supervisor

Join Roland DGA as a Customer Service Supervisor in a hybrid role. This is a great opportunity for someone ready to grow in a leadership position while mentoring a dynamic team and driving customer satisfaction. You’ll lead and develop Customer Service Representatives, manage escalated inquiries, improve processes and performance metrics, and collaborate across departments to elevate the customer experience.

The Roland DGA Family

Roland DGA Corporation serves North and South America as the sales, marketing, distribution and service arm for Roland DG Corporation of Hamamatsu, Japan. Roland DG is a worldwide leader in wide-format inkjet printers for the sign, textile and personalization markets; engravers for awards, giftware, signage and direct part marking; and desktop 3D printers and milling machines for the dental CAD/CAM, product prototyping and medical industries. 

Roland DGA is a nine-time winner of the Orange County Register Top Workplace Award. We prioritize our positive culture and a creative, team-oriented environment, and offer an attractive benefits package including continuing education and 401k matching. If you are goal oriented and driven to grow both personally and professionally, then this is the company for you.

Position Purpose

Roland DGA is dedicated to delivering world-class service to our customers and partners. Under the direction of the department manager, and in support of sales, the Customer Service Supervisor oversees sales order processes while supervising, mentoring, and training the Customer Service team to help Roland DGA and our customers succeed. This role involves providing guidance, direction, and support to ensure the use of efficient and effective processes, and the best possible customer experience, with up to 30% of time spent performing Customer Service duties such as phone support, order entry, and related administrative tasks. The ideal candidate is highly motivated, detail-oriented, and committed to exceptional customer service, with a customer-first attitude, strong work ethic, and high level of professionalism—perfect for someone seeking to grow in a leadership role.

Essential Functions and Responsibilities

Management & Supervision

• Supervise and manage Customer Service Representatives, ensuring all department duties and tasks are completed accurately and on time.

• Hire, train, mentor, and develop staff, including conducting performance appraisals, handling disciplinary actions, and managing work schedules.

• Foster a positive and motivating work environment, promoting morale, collaboration, and a customer-first culture.

Customer Experience Management

• Oversee and resolve escalated customer inquiries and complaints, ensuring prompt, professional, and effective resolutions.

• Act as a customer advocate, representing the voice of the customer to internal teams and engaging with the dealer channel.

• Ensure customer and dealer requests are processed accurately and promptly.

Training & Development

• Provide onboarding, training, and cross-training for new and existing team members to ensure they have the skills and knowledge to deliver exceptional service.

• Manage the department’s product training curriculum to maintain up-to-date product knowledge and service excellence.

Performance & Process Improvement

• Establish, monitor, and report on Customer Service metrics and key performance indicators (KPIs).

• Gather and analyze customer feedback and department data to identify areas for improvement, and implement strategies to enhance service quality and operational efficiency.

• Proactively identify and implement process improvements to streamline workflows and optimize the customer experience.

Operational Support

• Provide backup support during peak periods or staff absences, including handling phone calls, chats, emails, sales order entry, and related administrative tasks (up to 25% of time).

• Approve credit adjustments and returns input by department staff daily.

• Update and prepare sales and operational reports for Management every month.

Collaboration & Communication

• Act as a liaison between Customer Service and other internal departments to ensure alignment and smooth resolution of customer-related matters.

• Effectively communicate company messages, vision, and strategy to the team, creating clear action steps and holding team members accountable to goals.

• Support compliance efforts within the department and uphold all company and sales policies and procedures.

Other Duties

• Fully leverage company resources to ensure customers receive the highest level of service.

• Be able to work a hybrid schedule. 

• Perform other tasks or special projects as assigned by the Department Manager.

Performance Measurements

• Timely completion of assigned tasks and objectives. 

• Accuracy, thoroughness, and quality of work, including strong product knowledge and clear documentation.

• Department morale and contribution to a positive, collaborative work environment.

• Customer focus—taking full ownership of inquiries, ensuring prompt follow-up, and delivering effective resolutions.

• Teamwork - sharing responsibilities to achieve departmental goals and objectives.

• Cross-departmental cooperation to support overall company goals.

• Dependability - consistently meets deadlines for daily, weekly, monthly, and special assignments.

• Problem-solving and analytical skills - identifying and addressing discrepancies before order release, using creativity and resourcefulness in resolving customer issues.

• Commitment to quality - ensuring accuracy, timeliness, and adherence to company standards.

• Peer and leadership feedback, including comments from annual reviews.

• Additional performance criteria as determined by the Manager.

Qualifications

• Three years of experience in supervising or leading a Customer Service, Support, Sales or related role.

• Bachelor's degree is preferred in business administration, communications, or a related field.

• Must have strong organizational and communication skills as well as attention to detail. 

• Proficiency in Microsoft Office required.

• Excellent written and verbal communication skills.

• Positive team player - Interacts and maintains good relationships with all other Roland DGA departments and personnel.

SALARY RANGE:

$65,000 - $80,000

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION 

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. 

Average Hearing: Able to hear average or normal conversations and receive ordinary information. 

Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers. 

Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery. 

Physical Strength: Active work; standing and moving most of the time. Exerts up to 70 lbs. of force occasionally. (Almost all office jobs.) 

WORKING CONDITIONS 

None: No hazardous or significantly unpleasant conditions. (Such as in a typical office.) Climate conditions can vary for warehouse work in the Summer and Winter.  

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION 

Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions. Able to interpret a variety of technical instructions and can deal with multiple variables. 

Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage. Able to perform very simple algebra.  

Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Ability to conduct training, communicate at panel discussions and to make professional presentations. 

INTENT AND FUNCTION OF JOB DESCRIPTIONS 

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.