Customer Service Supervisor

PLZ is committed to product stewardship and innovation, strong ethical standards, sustainable operations, and the development of our people. Whether at our manufacturing facilities or corporate headquarters, PLZ prioritizes health and safety, and offers support to create the career you want through engagement, equity, inclusion, and opportunity. From household cleaning solutions to personal care products, and food to automotive lubricants, PLZ produces more than 2,500 different aerosol and liquid products across the continent.

About the role

This position is responsible for leading a team of 3-5 customer service account analysts. The supervisor provides day-to-day leadership, develops team capabilities, drives continuous improvement, and ensures customers receive timely, accurate, and professional support while meeting company objectives for safety, quality, delivery, and cost.

Responsibilities

• Lead, coach, and develop a team of customer service representatives.
• Establish performance expectations and provide regular feedback.
• Conduct training, onboarding, and cross-training activities.
• Monitor workload distribution and staffing coverage.
• Foster a collaborative, customer-focused team culture.
• Serve as escalation point for complex customer issues.
• Oversee order entry, order maintenance, and order fulfillment activities.
• Ensure customer inquiries are resolved promptly and professionally.
• Monitor open orders, back orders, delivery issues, and customer requests.
• Drive consistent execution of customer service processes and procedures.
• Manage customer portals, EDI transactions, and customer-specific requirements.
• Support food industry customers with documentation requirements, including COAs, specifications, and compliance-related information.
• Coordinate activities related to food customer launches, promotions, and new product introductions.
• Ensure compliance with customer expectations and food industry requirements.
• Partner with Regulatory, Quality, and Operations teams to resolve customer concerns.
• Monitor and improve key performance indicators including: OTIF, Order Accuracy, Customer Response Time, Customer Complaints, Credits and Debits, Backorder Performance.
• Analyze trends and implement corrective actions to improve service levels.
• Prepare and communicate performance reports to leadership.
• Collaborate with Sales, Planning, Production, Material Planning, Logistics, Quality, and Finance.
• Participate in customer meetings, project reviews, and escalation discussions.
• Ensure alignment of customer commitments with operational capabilities.
• Identify opportunities to improve efficiency, accuracy, and customer satisfaction.
• Lead customer service process improvement initiatives.
• Support SAP and customer service enhancements.
• Develop and maintain standard operating procedures and training materials.
• Maintain in-depth working knowledge of product uses and functions.
• Maintain a small number of top customer accounts as primary contact concerning acceptance of orders and confirmation of production dates, quantities, products, shipments, and pricing.

Requirements

• Bachelor’s degree in Business, Supply Chain, Operations, or related field preferred. Equivalent combination of education and experience in manufacturing may be considered.
• 5+ years’ customer service experience in manufacturing.
• 2+ years supervisory or team leadership experience preferred.
• Experience supporting food industry customers preferred.
• Experience in aerosol manufacturing, CPG, chemical, or food manufacturing environments is strongly preferred.
• SAP/ERP experience required.
• Experience with EDI systems and customer portals.
• Ability to analyze performance metrics and operational data.
• Proficiency in Windows, Excel, Outlook, and other MS Office applications.

Skills

• Leadership
• Customer focus
• Problem-solving
• Coaching
• Decision-making
• Conflict resolution
• Communication
• Accountability
• Cross-functional collaboration

Pay

The base pay for this position ranges from $68,000/year in our lowest geographic market up to $72,000/year in our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience. Other forms of compensation may be provided as part of a total compensation package.

Benefits

• Medical, Dental & Vision benefits
• Company-paid Life and Short-Term Disability insurance
• Voluntary benefits including additional life, disability, and hospital/accident insurance
• 401k with company match
• Paid Time Off
• Bonus incentive programs (subject to program rules and performance factors)