Operations Supervisor

Build your best future with the Easy Ice team! We’re a growing company that provides an all‑inclusive commercial ice machine subscription to business owners nationwide. Since 2009 we’ve been changing our industry for the better, supporting restaurants, bars, hospitals, hotels, and other businesses with reliable ice delivery while investing in employee development, wellbeing, and a collaborative culture.

Position Summary

The Operations Supervisor oversees daily communication and coordination across departments to ensure efficient service delivery. Responsibilities include managing inbound customer calls, triaging customer‑reported issues, providing preliminary diagnoses, and facilitating timely resolutions. The role works closely with internal teams, regional service partners, and local technicians, maintains compliance with company policies, documents interactions in Salesforce, leads a team of direct reports, and contributes to continuous process improvements.

Essential Duties and Responsibilities

• Supervise and guide team members, fostering a positive work environment and ensuring performance standards and operational goals are met.
• Answer inbound phone calls and route overflow calls to appropriate departments.
• Proactively manage customer expectations regarding timing and responsibilities in fast‑paced situations.
• Use technical training to triage Customer Reported Issues (CRI) and preliminarily diagnose service complaints over the phone.
• Build solid working relationships with internal departments, regional service partners, and local technicians.
• Assist across internal departments to ensure adherence to company procedures and policies.
• Navigate Salesforce to obtain and update customer information with accurate, detailed notes.
• Confirm that all service work is completed properly and meets Easy Ice standards.
• Perform other duties as assigned or requested.
• Maintain a positive office atmosphere and environment.

Position Qualifications

• Education: High school diploma or equivalent; degree in business administration or related field preferred.
• Experience: 3–5 years in a customer service role with a demonstrated track record of delivering the highest level of customer satisfaction.
• Proven ability to work effectively with employees across various departments.
• Working knowledge of computer programs and multi‑line phone systems; Salesforce experience a plus.

Additional Required Attributes

• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
• Desire to increase knowledge of the industries served, as well as the company’s products, services, and processes.
• Instinctive and skilled problem solver.
• Excellent interpersonal skills.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to multi‑task effectively.
• Team‑oriented mindset.

Work Environment

• Primarily climate‑controlled office with minimal safety/health hazards.
• Sedentary work: sitting, walking, occasional lifting (overhead, waist level), bending, frequent near‑vision use for reading and computer work.
• Extended periods of sitting; sufficient visual acuity required for prolonged computer monitor use.