Customer Service Supervisor

About the role

This position establishes work procedures, schedules, and daily workflow for the Customer Service Representative (CSR) team. The role includes training new employees, conducting performance reviews, and coaching staff to deliver exceptional customer service.

Responsibilities

• Manage a team of customer service representatives and ensure compliance with company policies and quality standards.
• Monitor and review customer calls, emails, and other communications to maintain service quality.
• Keep team members informed of updates to products, services, and company procedures.
• Collect, analyze, and report on customer inquiries, complaints, and service metrics.
• Prepare monthly performance reports for the customer service team.
• Monitor team performance, identify areas for improvement, and implement corrective actions.
• Develop and maintain knowledge base articles, FAQs, and customer support documentation.
• Recommend and implement improvements to customer service processes and procedures.
• Assist with departmental budget preparation.
• Support the planning and coordination of promotional materials and events.
• Ensure compliance with applicable company policies and relevant regulations.
• Maintain the availability of sales- and customer service-related materials and equipment.
• Provide timely feedback to management regarding customer concerns, operational issues, and service challenges.
• Maintain accurate records of customer interactions, account activities, and related documentation.
• Follow all company safety policies and procedures.
• Promote continuous improvement through employee development and process optimization.
• Participate in cross-functional teams and continuous improvement initiatives.
• Support business objectives through process enhancements and operational excellence.
• Observe operational activities to identify opportunities for improved efficiency and cost savings.
• Maintain professionalism, patience, and a customer-first approach when interacting with customers.
• Continuously evaluate team performance and implement improvements as needed.
• Perform other duties as assigned.

Skills

• Experience with MRP systems.
• Experience managing work orders and customer complaint processes.
• Leadership and team management.
• Manufacturing environment experience.
• Strong written and verbal communication skills.
• Critical thinking and problem-solving.
• Delegation and negotiation skills.
• Ability to make sound decisions under pressure.
• Time management and organizational skills.
• Computer proficiency, including Microsoft Office.
• Strong interpersonal and teamwork skills.

Qualifications

• High school diploma or equivalent required.
• Associate degree, technical degree, or relevant certification preferred.
• Minimum 5 years of manufacturing experience.
• Minimum 5 years of customer relationship management experience.
• Minimum 5 years of customer service experience.
• Minimum 5 years of warehouse management system (WMS) experience.
• Experience using warehouse management systems and enterprise software preferred.

Pay

Salary: $70,000–$80,000 per year.

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Parental leave
• Tuition reimbursement

Schedule

On-site position. Candidates must be able to commute to the assigned work location.