Customer Support Supervisor

About the role

We're seeking a motivated and people-focused Customer Support Supervisor to lead our customer support and order fulfillment operations in Auburn Hills, Michigan. This is an excellent opportunity for a proven leader who thrives on developing teams, driving accountability, improving processes, and delivering an exceptional customer experience. The ideal candidate is a strong communicator with a passion for coaching and mentoring others. We're looking for someone known for their consistency, follow-through, and ability to hold themselves and their team accountable while building trust and engagement. This role offers significant visibility within the organization and tremendous opportunity for long-term career growth.

What You'll Do

As the Customer Support Supervisor, you will oversee the daily operations of customer support and order fulfillment while leading a team responsible for delivering a seamless experience to customers. You will partner closely with sales, operations, warehouse teams, vendors, and customers to ensure service excellence and operational efficiency.

• Lead, coach, and develop a team of non-exempt employees, including hiring, onboarding, performance management, training, development planning, scheduling, payroll reporting, and employee engagement.
• Foster a culture of accountability, professionalism, consistency, and customer focus.
• Ensure customer orders, service requests, project coordination, delivery activities, and support functions are executed accurately and efficiently.
• Drive customer satisfaction by creating experiences that exceed expectations in responsiveness, professionalism, and ease of doing business.
• Monitor and deliver department-specific performance metrics and operational goals.
• Analyze operational and customer data to identify trends, opportunities, and future business needs.
• Assist in the development and implementation of processes, policies, and procedures that improve operational effectiveness and customer satisfaction.
• Lead and support continuous improvement initiatives across all areas of responsibility.
• Identify and implement technologies and tools that improve workflow efficiency and customer service outcomes.
• Partner with branch sales teams, customers, vendors, and internal departments to ensure seamless communication and execution.
• Assist with budgeting activities and cost-center planning.
• Participate in company safety initiatives, audits, reporting, and policy implementation as needed.
• Support inventory planning, physical inventory activities, reporting, and operational accuracy.

What Makes You Successful

You are a hands-on leader who enjoys developing others and creating structure within a fast-paced environment. You don't let details fall through the cracks and are known for following commitments through to completion.

• Strong leadership experience managing, coaching, and developing employees.
• Demonstrated success creating accountability and driving team performance.
• Excellent organizational skills with strong attention to detail and follow-through.
• Ability to remain calm and make sound decisions in urgent customer situations.
• Strong problem-solving and analytical capabilities.
• Ability to build trust and credibility with employees, customers, and business partners.
• Effective verbal and written communication skills.
• Comfortable navigating change and leading process improvement initiatives.
• Strong customer service mindset with a commitment to excellence.
• Proficiency with Microsoft Office and the ability to learn internal systems and applications.
• Ability to interpret operational and financial performance data.

Qualifications

• Bachelor's degree preferred; equivalent combination of education and relevant experience will be considered.
• 3-5 years of related leadership, customer support, operations, order fulfillment, logistics, or service management experience.
• Experience supervising employees and managing performance in a customer-focused environment.
• Ability to work flexible hours, including occasional evenings and weekends, as business needs require.

Benefits

• Medical, Dental, Vision
• 401(k) with Company Match
• Paid Time Off
• Career Development Opportunities

Schedule

Hybrid after training (3 days onsite, 2 days remote)

Physical Requirements

• Regular use of computers, phones, and other office equipment.
• Frequent sitting, speaking, listening, and reaching.
• Occasional standing, walking, bending, and lifting up to 25 pounds.
• Ability to work in both office and warehouse environments as needed.

Why Join Us? This is more than a supervisor position. It's an opportunity to build a high-performing team, make a meaningful impact on the customer experience, and position yourself for future leadership opportunities within a growing organization. If you're a leader who values ownership, consistency, accountability, and developing people, we'd love to hear from you. Apply today and help lead a team committed to delivering exceptional customer experiences every day.