Customer Service Supervisor

About the role

We're looking for a motivated and organized Customer Service Supervisor who thrives in a fast-paced environment. In this role, you'll lead a team of Customer Service Associates while ensuring exceptional customer service, efficient order processing, and strong cross-functional collaboration to deliver an outstanding customer experience.

Responsibilities

• Lead, coach, and develop a team of 8-10 Customer Service Associates.
• Monitor daily customer service operations to ensure timely, accurate resolution of customer inquiries.
• Review phone, email, and Salesforce activity to maintain service quality and achieve service level goals.
• Resolve escalated customer concerns professionally and efficiently.
• Oversee customer account setup, order processing, and maintenance of accurate customer records.
• Cook up with Sales, Operations, Logistics, and Accounting to resolve customer issues and improve service.
• Analyze customer service metrics and identify opportunities to improve processes and performance.
• Conduct performance reviews, provide ongoing coaching, and approve team timecards.
• Foster a collaborative, customer-focused culture that reflects RelaDyne's commitment to service excellence.
• Support departmental initiatives and other duties as assigned.

Qualifications

• 5+ years of customer service experience, preferably in a B2B, industrial, distribution, or logistics environment.
• 2+ years of supervisory or team leadership experience.
• Strong leadership, coaching, and relationship-building skills.
• Excellent verbal and written communication skills with professional phone etiquette.
• Experience analyzing service metrics and implementing process improvements.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint).
• Experience with ERP systems such as SAP and CRM platforms like Salesforce preferred.
• Self-motivated with the ability to work independently and collaboratively.