Customer Care Supervisor - GROWMARK FS, LLC - Milford, DE

GROWMARK, Inc.

7d•Onsite

About The Position

Under the direction of the Credit and Agri-Finance Manager, the Customer Care Supervisor oversees daily customer care operations, supports team performance, and ensures consistent, high-quality customer experience. This role serves as an escalation point for complex issues, and drives process improvements across customer service functions, and oversees all Customer Care functions and processes. This role provides leadership and direction to Customer Care Associates and Specialists.

Requirements

Associate’s degree in Business Administration or related field, or equivalent experience
3–5+ years of customer service, financial operations, or related experience
Demonstrated leadership, coaching, or team coordination experience.
Strong problem-solving and decision-making skills.
Experience with customer service and sales.
Excellent communication and interpersonal skills.
Proficiency in Microsoft Office (Excel, Word, Outlook).
Strong attention to detail and organizational skills.
Ability to manage multiple priorities and drive results in a fast-paced environment.
Experience with or ability to learn proprietary systems (e.g., Agvance).
Flexibility to work extended hours as business conditions require.
Ability and willingness to participate in required training that may include education on GROWMARK’s policies and procedures and additional training as it relates to the requirements of the position.

Nice To Haves

Bachelor’s degree preferred
Telemarketing experience outbound and inbound environment.

Responsibilities

Oversee and provide day-to-day direction and guidance to Customer Care Associates and Specialists.
Serve as a primary escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.
Monitor team performance and service quality, providing ongoing coaching, performance feedback, and corrective guidance as needed to Customer Care Associates and Specialists.
Communicate regularly with team members to identify customer needs, trends, and service improvement opportunities.
Support and reinforce a customer-first culture through leadership, accountability, and by example.
Oversee accurate account setup and maintenance, ensuring data integrity across systems.
Review and support financial transaction processes, including payments and account activity, for accuracy and compliance.
Partner with leadership to implement process improvements, tools, and best practices.
Identify, develop, and implement process improvements to enhance efficiency, accuracy, and customer satisfaction.
Assist with training and onboarding of new team members, including systems and service standards.
Support customer engagement initiatives, including promotion and adoption of the myFS Solutions Center.
Collaborate with the Credit and Accounting teams to ensure adherence to GFS policies and resolve account-related issues.
Support cross-functional communication between customer care, operations, and leadership teams.
Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.
Performs all other duties as assigned.