Customer Solutions Supervisor

This role provides day-to-day leadership and personnel management for a team of Customer Solutions Representatives, ensuring exceptional customer experiences across phone, email, chat, and other communication channels. The team supports customers across multiple time zones, requiring the Supervisor to ensure appropriate service and leadership coverage during extended business hours.

Responsibilities

• Personnel Management & Team Development
  • Directly supervise and manage a team of Customer Solutions Representatives, including performance, development, attendance, and day-to-day personnel matters.
  • Establish clear expectations and hold team members accountable for customer service, quality, productivity, accuracy, and professional standards.
  • Conduct regular one-on-one meetings, performance discussions, coaching sessions, and employee development activities.
  • Address performance or behavioral concerns in partnership with Human Resources as appropriate.
  • Participate in hiring, interviewing, onboarding, training, and development of Customer Solutions team members.
• Customer Solutions Operations
  • Oversee daily operations, ensuring appropriate staffing, workload distribution, and customer support coverage.
  • Monitor customer queues, service levels, response times, productivity, and quality to meet performance expectations.
  • Coordinate employee schedules and coverage across required business hours and time zones, including planned and unplanned absences.
  • Ensure consistent execution of customer service processes, policies, and standard operating procedures.
  • Serve as a management escalation point for complex or sensitive customer situations requiring additional authority, judgment, or cross-functional coordination.
  • Partner with internal teams to resolve customer issues involving orders, delivery, returns, pricing, availability, or other service-related concerns.
  • Identify recurring customer issues and trends and work with stakeholders to address root causes.
  • Provide direct support or relationship management for select strategic customers when appropriate.
• Performance Management & Reporting
  • Monitor individual and team performance against established customer service KPIs and expectations.
  • Use performance data, customer feedback, and quality results to identify coaching and improvement opportunities.
  • Support the development and implementation of performance standards and service-level expectations.
  • Ensure employees understand how their performance contributes to customer satisfaction and business success.
• Process & Documentation Management
  • Develop and maintain customer service work instructions, standard operating procedures, processes, and supporting documentation.
  • Ensure team members are trained on new or revised procedures.

Requirements

• Minimum of three (3) years of customer service, inside sales, or order management experience.
• Demonstrated ability to lead peers and influence positive team performance.
• Advanced knowledge of customer order processing and customer support workflows.
• Experience handling complex customer issues with sound judgment and professionalism.
• Ability to prioritize multiple competing responsibilities in a fast-paced environment.
• Strong organizational skills with exceptional attention to detail.
• Ability to work independently with minimal supervision while supporting team objectives.
• Demonstrated reliability and flexibility to support varying schedules when business needs require.
• Proficiency supporting phone, email, and chat customer interactions.
• Experience managing specialized order types including returns, backorders, Kanban, Master Release, scheduling agreements, or similar operational processes.
• Working knowledge of pricing conditions, order management systems, and customer master data maintenance.

Skills

• Customer-first mindset with a passion for delivering exceptional service.
• Leadership through influence, coaching, and collaboration.
• Strong problem-solving and decision-making abilities.
• Excellent verbal and written communication skills.
• High level of accountability and ownership.
• Strong analytical and organizational skills.
• Attention to detail and commitment to accuracy.
• Adaptability and continuous improvement mindset.
• Proficiency with Microsoft Office and business systems (SAP, CRM, or similar ERP/CRM platforms preferred).
• Ability to build positive relationships across Sales, Operations, Supply Chain, and other cross-functional teams.
• Works productively to lead in a team environment.
• Encourages open communication by listening attentively and actively.

Qualifications

• High School diploma or equivalent; minimum of three (3) years related prior work experience.

Physical Requirements

• Ability to operate office equipment such as a copier.
• Ability to see details at a close range.
• Ability to sit at a desk or PC for long periods of time.
• Work in an office setting.

Pay

Salary Range: $63,000 - $70,000 per year. The actual offer will be based on relevant skills, education, work experience, business needs, and geographic location.

Benefits

• Medical, Dental, and Vision Insurance.
• Life, AD&D, Short and Long-Term Disability Insurance.
• Generous Paid Time Off (PTO).
• Tuition Reimbursement.
• 401(k) Retirement Plan with Company Match up to 3%.
• Daycare and Gym Reimbursement.
• Paid Parental Leave and New Mother Benefits.
• Training and Development Opportunities.