Supervisor, Customer Service
Position Summary
The Customer Service Supervisor is responsible for leading and developing a team of Customer Support Representatives while ensuring exceptional customer service, order management accuracy, and operational excellence.
Key Responsibilities
Serve as the primary escalation point for complex customer inquiries and complaints. Ensure timely and professional resolution of customer issues.
Monitor customer interactions to maintain service quality standards. Partner with Sales, Supply Chain, Logistics, and Operations to resolve customer concerns.
Oversee order processing activities to ensure accuracy in material numbers, pricing, quantities, and customer requirements. Monitor open orders and OTIF performance, partnering with Operations to mitigate risks.
Review and approve exception requests, pricing discrepancies, and special customer accommodations. Ensure compliance with company policies, procedures, and service standards.
Identify trends impacting order flow and implement corrective actions. Returns, Credits & Issue Resolution
Oversee credit, return, and deduction management processes. Ensure customer claims are resolved accurately and within established service levels.
Collaborate with Accounting, Supply Chain, and Carriers teams to reduce deductions and recurring customer issues. Track recurring issues and implement preventive measures.
Monitor departmental KPIs including: First Contact Resolution (FCR), OTIF Performance, Order Accuracy, Average Response Time, Abandon Rate, Productivity Metrics. Analyze trends and prepare reports for leadership review. Develop action plans to improve performance and achieve departmental goals.
Lead continuous improvement initiatives focused on efficiency, quality, and customer experience. Identify process gaps and implement solutions that reduce manual effort and improve accuracy.
Collaborate with Planning, Logistics, Transportation, Supply Chain, Manufacturing, Accounting, IT, and Sales teams. Support implementation of new systems, technologies, and business processes.
Contribute to strategic initiatives supporting customer service transformation and operational excellence.
Required Qualifications
Ace's or Bachelor's degree in Business, Supply Chain, Operations, or related field preferred.
5+ years of customer service, order management, supply chain, or related experience.
2+ years of leadership, supervisory, or team lead experience.
Strong understanding of order management and customer support processes.
Experience with ERP and CRM systems (SAP, Salesforce, Oracle, etc.).
Excellent verbal and written communication skills.
What We Offer
Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $65,600-86,100 annually.
Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.
Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.