Customer Service Supervisor

Department: Customer Service

Reports To: Customer Service Manager

FLSA Classification: Exempt

JOB PURPOSE:

Lead and manage the daily operations of the Customer Service team to ensure exceptional customer satisfaction, efficient order processing, and alignment with company goals. This role combines supervisory responsibilities with strategic oversight to support service excellence and cross-functional collaboration.

ESSENTIAL DUTIES And RESPONSIBILITIES:

• Supervise and coordinate daily customer service operations to ensure prompt, courteous, and accurate responses.
• Review and approve escalated customer transactions (RMAs, credits, replacements).
• Partner with Account Managers and production teams to coordinate schedules and resource allocation.
• Develop and implement policies, systems, and performance measures to improve customer satisfaction and retention.
• Lead cross-functional initiatives to streamline processes and enhance customer experience.
• Accurately process customer orders and ensure documentation is complete and compliant.
• Assist team members with tasks during peak workload or training periods.
• Develop job aids and communicate processing procedures.
• Travel between locations and with customers as needed.
• Perform other duties as assigned.
  
  

SUPERVISORY/MANAGEMENT RESPONSIBILITIES:

• Participate in full-cycle employment activities including hiring, onboarding, performance management, and offboarding.
• Provide coaching, counseling, and formal performance reviews.
• Monitor and process employee attendance records and PTO.
• Plan and communicate work schedules, assignments, and expectations.
• Foster a culture of respect, teamwork, and collaboration.
• Reinforce safety policies and implement cross-training programs.
• Lead departmental initiatives focused on productivity, cost-efficiency, and quality standards.
• Identify and communicate continuous improvement opportunities across departments.
  
  

COMPETENCIES:

• Initiative: Identifying what needs to be done and performing those duties fully without being asked or before the situation requires it.
• Customer Service: Able to develop and maintain strong relationships by listening, understanding, and responding to identified needs in a timely manner.
• Attention to Detail: Accomplish tasks and processes completely and with a high level of accuracy.
• Teamwork and Cooperation: The ability to work cooperatively within diverse teams, work groups, and across the organization, to achieve group and organizational goals.
• Conflict Resolution: The ability to communicate clearly, empathetically, and patiently to handle conflict in a respectful and optimistic way, which encourages growth and learning within the organization.
• Managing Performance: Take responsibility for one’s own or one’s employee’s performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
  
  

MINIMUM REQUIRED QUALIFICATIONS:

Education: High School Diploma or Equivalent.

Experience And/or Training:

• 3 – 5 years’ experience in a customer service position preferably in a manufacturing environment.
  
  

Technology/Equipment: Proficiency working in Microsoft Office Suite.

PREFERRED QUALIFICATIONS:

Education: Associate’s degree in administration services or related field.

Experience And/or Training:

• Experience with Project management in a manufacturing environment.
• 1 - 3 years’ leadership experience.
  
  

PHYSICAL AND MENTAL DEMANDS:

Sitting for long periods of time, 6-8 hours per day. Walking, speaking, hearing, and seeing. Listen and observe the environment for hazard prevention. Use hands for tools and typing. Semi-frequently lift up to 15 lbs. Some tasks may require the employee to bend, stoop, twist, and turn.

WORKING ENVIRONMENT:

Indoor office working environment. Office is temperature-controlled all year round. Minimal hazards identified