Customer Service Supervisor

About the role

Gaylord Ventilation has been around for more than 75 years, revolutionizing kitchen ventilation with systems known for durability, dependability and meticulous attention to detail.

The Customer Service Supervisor leads and develops the customer service function, overseeing all aspects of parts order processing while ensuring responsive, high-quality service to customers and internal Gaylord staff, including Engineering, Manufacturing, Sales, Purchasing, and Finance. This role combines hands-on order processing and customer service duties with supervisory responsibility for the customer service team, including staff development, workflow oversight, and performance management.

Responsibilities

• Supervise, train, and mentor customer service staff, providing guidance on order processing, customer interactions, and problem resolution
• Assign and prioritize daily workload among team members to meet deadlines and service level expectations
• Monitor team performance, conduct performance reviews, and identify opportunities for coaching and development
• Serve as the point of escalation for complex customer issues, complaints, and order discrepancies
• Develop, document, and continuously improve customer service processes and procedures
• On‑site face‑to‑face presence with team and other departments 100% of the time
• Coordinate staff scheduling to ensure adequate phone and order‑processing coverage
• Partner with the Director of Operations on hiring, onboarding, and staffing needs for the department

Skills

• Excellent communication skills