Customer Service Supervisor

The Customer Service Supervisor provides advanced support, coordination, and leadership within the Customer Service team. Acting as a liaison between representatives and management, this position ensures operational consistency, accuracy, and service excellence. The Supervisor oversees daily order management activities, supports process adherence, and drives continuous improvement efforts. This role requires expert knowledge of systems and workflows, strong communication skills, and the ability to mentor others while maintaining high customer satisfaction.

Knowledge, Skills & Abilities

• Deep knowledge of ERP systems (JDE) and supporting tools (Salesforce, CommerceHub, Shopify, Zendesk, Customer Portals, EDI).
• Proven leadership, coaching, and mentoring capabilities.
• Excellent organizational and time management skills.
• Strong verbal and written communication, with the ability to present information effectively across teams.
• Demonstrated initiative in identifying and implementing process improvements.
• High degree of accountability, professionalism, and customer focus.
• Ability to balance team management with hands-on problem resolution.
  
  

Education / Training Required

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 5 years of customer service or order management experience, including leadership, mentorship, or administrative responsibilities.
• Proficiency in Microsoft Office, Salesforce, Zendesk and ERP platforms (JDE preferred).
• Position Discretion, Authority, and Independent Judgment
• Acts as lead for daily operations and issue resolution within established processes.
• Exercises independent judgment to prioritize tasks, allocate support, and manage escalations.
• Recommends improvements to procedures, tools, and training resources.
• Supports management with data gathering, team performance insight, and onboarding activities.
• Exercises independent judgment in prioritizing work, resolving issues, and coaching staff.
• Recommends hiring, training, and disciplinary actions to the Inside Sales Manager.
• Participates in team goal setting, performance management, and process evaluations. Responsible for ensuring adherence to department KPIs and company policies.
  
  

Core Competencies (Worthington Industries)

• Integrity & Trust - Demonstrates professionalism and consistency in all interactions.
• Customer Focus - Anticipates customer needs and drives timely, high-quality service.
• Teamwork & Leadership - Models collaboration, provides guidance, and builds team capability.
• Continuous Improvement - Champions initiatives that enhance service quality and efficiency.
• Accountability - Takes responsibility for team outcomes and ensures follow-through.
• Communication - Delivers clear, constructive, and timely communication across levels.