Customer Care Supervisor

ASSA ABLOY•Orlando, FL

7d•Onsite

About The Position

ASSA ABLOY is hiring a Customer Care Supervisor to lead customer care representatives and order processing teams at its Coastal Southeast regional manufacturing facility or Service Center in Orlando, Florida. The role works closely with the Customer Success Manager and oversees sales administration, customer service, inside sales, and front-end order processing. The supervisor leads and motivates the team, supports sales performance, and works to meet business goals and exceed customer expectations. The position is 100% on-site.

Requirements

High school diploma or GED required.
At least 5 years of related experience in industry sales, customer service, or a relevant industry environment.
Strong creative business writing skills and excellent verbal communication and presentation skills.
Ability to analyze data, define problems, and draw valid conclusions, including working with fractions, decimals, and metric measurements.
Strong teamwork orientation and ability to collaborate toward collective goals.
Ability to multitask and prioritize projects under tight time deadlines.
Proficiency in Outlook, Excel, and Word.

Nice To Haves

Advanced education in Business, Industrial Technology, or Management.
Knowledge of ASSA ABLOY products.
Experience in strategic planning, resource allocation, leadership, and team coordination.
Knowledge of or exposure to ERP systems and shipping software.
Experience in the door, hardware, architectural, construction, building materials, or a related industry.

Responsibilities

Manage Customer Service and Inside Sales team members.
Drive sales through customer relationships, COPS, and Service Center programs.
Manage the flow of the Service Center's front-end order processing.
Monitor and respond to customer inquiries, escalated issues, and concerns.
Maximize the use of the Service Center's stock welding and MOD programs.
Direct orders to appropriate manufacturing locations based on profitability and customer satisfaction.
Troubleshoot customer orders for accuracy and production delays.
Work with the Operations Manager to control production scheduling and backlogs.
Ensure timely processing of customer quotes, including pricing accuracy.
Drive the quote follow-up process and evaluate hit rates and customer metrics.
Develop team members and foster an environment of continuous improvement.
Assist with sales performance metrics and supervise the sales administration process.