Customer Care Supervisor

ASSA ABLOY • Orlando, FL

6d • 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 is 100% on-site and works closely with the Customer Success Manager. The supervisor oversees sales administration, supports sales performance metrics, and leads and motivates the team to achieve goals and exceed customer expectations.

The position also manages customer service and inside sales staff, the Service Center’s front-end order flow, customer inquiries and escalations, order routing, quote processing and follow-up, and coordination with Operations on production schedules and backlogs. The supervisor develops team members and promotes continuous improvement.

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 work collaboratively toward collective goals.
• Ability to multitask and prioritize projects under tight 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.

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 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.
• Oversee customer care representatives and order processing teams while working closely with the Customer Success Manager.
• Assist with sales performance metrics and supervise the sales administration process.
• Lead and motivate the team to achieve goals and exceed customer expectations.

Benefits

• Competitive salary.
• Paid vacation and sick time, and paid company holidays.
• Medical, dental, and vision insurance.
• Short- and long-term disability insurance.
• Life and AD&D insurance.
• 401(k) program with company contributions.
• Tuition reimbursement.
• Learning and career development opportunities.
• Flexible spending.
• Employee Assistance Program.
• Discount portal.
• Recognition, well-being, and employee experience programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED