Supervisor, Customer Service

Summary

The Customer Service Supervisor leads and develops a team responsible for delivering exceptional customer service and support throughout the customer lifecycle. This role oversees daily operations such as inquiries, quotes, sales order management, account support, issue resolution, and customer experience initiatives. The supervisor acts as a liaison between customers, sales, operations, and other cross‑functional teams to meet expectations while supporting business objectives, operational efficiency, and continuous improvement.

Essential Job Functions

Customer Service & Account Support

• Oversee daily support activities including RFQs, quotations, sales order entry, order management, and customer inquiries.
• Manage escalated customer concerns and ensure timely resolution.
• Build strong customer relationships to achieve high satisfaction and support profitability objectives.
• Serve as primary liaison between customers and internal departments to communicate and fulfill expectations.
• Monitor key accounts, service levels, performance, requirements, and scorecards.
• Follow up with customers regarding service issues, delivery performance, and satisfaction.

Operations & Process Management

• Develop, maintain, and improve customer service processes, procedures, and best practices.
• Manage and continuously improve quotation, order entry, and customer support processes.
• Coordinate cross‑functional activities to resolve customer, operational, or system‑related issues.
• Lead or participate in continuous‑improvement projects that enhance productivity, quality, and customer satisfaction.
• Ensure compliance with company policies, procedures, and quality standards.

Analytics & Reporting

• Monitor department metrics, productivity, and service performance indicators.
• Prepare reports and dashboards related to forecasts, order performance, customer satisfaction, on‑time delivery, and departmental metrics.
• Analyze data and make recommendations to improve performance and operational effectiveness.
• Develop corrective actions and countermeasures to address performance gaps.

Business & Customer Support

• Assist sales and account management teams in achieving customer retention, revenue, and growth objectives.
• Support pricing, quoting, and large‑quote package management while ensuring ethical business decisions.
• Maintain current knowledge of customer accounts, industry trends, products, and service requirements.
• Quickly identify issues, determine root causes, and drive effective resolutions.

General

• Utilize SAP and customer service systems daily.
• Contribute to team initiatives and organizational goals in a collaborative and professional manner.
• Perform other duties as assigned in support of departmental and company objectives.
• Foster an inclusive workplace by actively addressing biases and promoting diversity.

Supervisor Responsibilities

• Directly supervise the Customer Success Customer Service Team.
• Handle employee selection, onboarding, training, scheduling, performance management, coaching, development, and engagement.
• Ensure work is completed accurately, efficiently, and in accordance with company standards.
• Coach, mentor, and develop customer service representatives and customer experience personnel.
• Prioritize, assign, monitor, and evaluate team workloads and performance.
• Collaborate with the Customer Success Manager on performance reviews, development planning, coaching sessions, and corrective actions.
• Onboard and train new employees.
• Foster a positive, customer‑focused culture emphasizing accountability, teamwork, and continuous improvement.
• Ensure employees understand responsibilities, scope of authority, and service expectations.

Qualifications

Education and Experience

• High school diploma or GED required; associate degree preferred or equivalent combination of education and experience.
• Minimum five (5) years of customer service, customer experience, inside sales, or account management experience.
• Previous leadership, supervisory, team‑lead, or employee development experience preferred.
• Experience in manufacturing, aerospace, defense, electronics, cable assembly, or related industries preferred.

Certificates, Licenses, Registrations

• None required.

Language Requirements

• Excellent verbal and written communication skills in English.
• Conversational ability in any other language is a plus.

Job Skills

• Intermediate MS Office Suite and SharePoint.
• Knowledge of ERP systems; SAP preferred.
• Excellent customer relationship management and interpersonal skills.
• Strong leadership, coaching, and employee development capabilities.
• Ability to analyze data and make sound business decisions.
• Strong problem‑solving, critical thinking, and decision‑making skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong organizational skills with high attention to detail.
• Ability to prepare reports, presentations, procedures, and business correspondence.
• Experience interpreting customer requirements, technical information, and business processes.
• Ability to remain calm and effective during customer escalations.
• Demonstrated commitment to customer satisfaction and operational excellence.

Physical Demands

The role requires prolonged sitting while operating a computer, frequent hand use for typing and handling objects, and occasional standing, walking, reaching, and lifting objects up to 20 lb. Tasks include lifting, carrying, pushing, pulling, reaching overhead or at shoulder level, and keyboarding. Reasonable accommodations will be provided as required.

Work Environment

Office setting with air‑conditioned, well‑lit workstations (desks or cubicles). The culture emphasizes teamwork, communication, continuous improvement, business‑casual attire, strategic focus, and goal orientation. Working conditions are stable, predictable, and secure.

Environmental Policy

Amphenol CIT is committed to minimizing environmental impact by complying with applicable regulations, preventing pollution, and continuously improving environmental performance through an Environmental Management System that sets and reviews objectives and targets.

Personal Protective Equipment

• ASTM F‑2412‑2005, ANSI Z41‑1999, or ANSI Z41‑1991 rated safety‑toe shoes in specific areas.
• ANSI Z87.1 safety‑rated glasses where required.
• Hearing protection in designated locations.
• Compliance with Job Safety Analysis (JSA) requirements in specific areas.

Export Compliance

This position may involve access to ITAR and EAR technical data; candidates must qualify as U.S. Persons (U.S. citizens or permanent residents).

Travel

Approximately 5‑15 % travel is expected.