Industrial Customer Service Supervisor

Position Overview

This leadership role oversees a frontline customer support team responsible for managing inbound customer interactions, order processing, and service-related requests. The Customer Service Team Lead ensures consistent service quality, operational discipline, and team performance while partnering closely with internal departments to support revenue, fulfillment, and customer retention objectives.

The position blends people leadership, operational oversight, and customer advocacy in a fast-moving, metrics-driven environment.

Core Duties

• Lead daily workflow and activity management for a team of customer-facing representatives.
• Coach, develop, and hold team members accountable to service expectations, quality standards, and response-time goals.
• Oversee incoming communication channels, ensuring prompt and professional handling of customer inquiries and requests.
• Maintain accurate records of customer interactions, transactions, and follow-ups within internal systems.
• Coordinate with cross-functional partners to ensure smooth execution of orders, timely quotations, and issue resolution.
• Review performance data and service metrics to identify trends, gaps, and improvement opportunities.
• Address escalated customer concerns and support resolution efforts to maintain strong client relationships.
• Facilitate onboarding and ongoing training for new and existing team members.
• Identify and implement process enhancements that improve efficiency and customer experience.
• Ensure adherence to all workplace safety standards and operational policies.
• Support sales-related administrative activities, including order entry and quote support.
• Manage corrective actions related to customer feedback or service discrepancies.
• Perform additional responsibilities as assigned.

Leadership & Professional Competencies

• Strong ability to lead, motivate, and influence teams toward measurable results.
• Customer-focused mindset with sound judgment in problem-solving and decision-making.
• Ability to balance independent decision-making with collaboration across departments.
• Effective communicator with a professional, confident presence in written and verbal interactions.
• Comfortable managing priorities in a high-volume, deadline-driven environment.
• Demonstrated capability to navigate challenging customer situations calmly and professionally.
• Technical curiosity and aptitude to understand product specifications, documentation, and usage.
• Proven experience managing people and driving accountability.

Required Background

• Several years of experience in a customer-facing support or service role within a business-to-business setting.
• Prior experience in a supervisory, lead, or team management capacity.
• Hands-on experience working with customer management and enterprise systems.
• Track record of managing multiple priorities in fast-paced operational environments.
• Proficiency with common business software tools.
• Flexibility to support varying schedules and operational needs.
• Dependable transportation.

Preferred Experience

• Exposure to operational, manufacturing, or distribution-based environments.