Customer Solutions & Claims Supervisor

POSITION SUMMARY

The Customer Solutions & Claims Supervisor leads the execution of Order-to-Cash (O2C) operations, overseeing demand capture, order management, fulfillment, and customer support to ensure reliable service and revenue protection. This role drives team performance, resolves complex issues, and partners cross-functionally to deliver consistent customer outcomes, improve operational efficiency, and uphold service level commitments.

RESPONSIBILITIES

• Leadership
  Act as escalation point for complex customer, order, and system issues
  Set priorities and guide issue resolution and exception handling
  Drive accountability to KPIs, service metrics, and performance targets
  Promote continuous improvement and a customer-first mindset

• Operations
  Manage workflow, priorities, and operational updates
  Ensure accurate, timely order processing aligned to SLAs
  Monitor orders, backlog, and aging to mitigate risks
  Communicate order status, delays, and inventory impacts to stakeholders
  Identify root causes of recurring issues and drive resolution
  Use data to improve accuracy, reduce manual work, and standardize processes

• Performance Management & Employee Development
  Coach and develop team members to improve performance and capability
  Conduct one-on-ones, performance reviews, and development planning
  Lead onboarding, training, and quality/compliance checks
  Reinforce adherence to processes, tools, and service expectations
  Build a high-performing, accountable, customer-focused team

REQUIREMENTS

• Bachelor’s degree preferred or equivalent experience
• 3+ years in customer service, order management, or supply chain (O2C environment preferred)
• Experience in a high-volume, customer-facing environment
• Experience in business-to-business and/or wholesale consumer goods preferred
• Prior supervisory or team lead experience preferred
• Proficiency in Microsoft Office Suite (strong Excel skills) and experience with Oracle, Service Cloud, Five9, or similar ERP/contact center systems

SKILLS

• Strong leadership and team management
• Ability to manage escalations and resolve complex issues
• Strong collaboration and stakeholder management
• Analytical mindset with ability to interpret data
• Effective written and verbal communication
• Strong organization and prioritization in a fast-paced environment

PAY RANGE

The approximate pay range for this position is $65,000- $72,000 base. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills, and abilities as well as geographic location.