Customer Service Supervisor - Contact Center Operations

Tennant • Eden Prairie, MN

75d • $61,500 - $91,900

About The Position

The Customer Service Supervisor leads a team of Customer Service Representatives (CSRs) in our contact center. Focused on Aftermarket phone and email support, this role ensures team goals and service standards are consistently met through close collaboration with internal partners, including Sales, Marketing, Supply Chain, and Operations, to drive process adherence, cross-functional alignment, and continuous improvement that delivers distinctive value.

Requirements

• Bachelor's Degree in business or related discipline preferred or equivalent professional experience.
• Minimum of 3 years of supervisor experience in customer service or a contact center environment.
• Demonstrated excellence in current position for internal candidates.
• Experience with SAP and FSM preferred.
• Familiarity with Esker, Calabrio, Cisco, or other CCaaS platforms preferred.
• Experience with AI in contact centers and CCaaS expertise strongly preferred.

Responsibilities

• Supervise daily operations of the Customer Service team, including scheduling, workflow management, and service level compliance.
• Provide coaching, mentoring, and performance feedback to CSRs to support development and maximize performance.
• Conduct performance appraisals, manage recognition programs, and participate in hiring and onboarding.
• Ensure accurate time and attendance tracking and maintain proper documentation.
• Support escalated customer issues and ensure timely, effective resolution in collaboration with internal partners.
• Monitor and report on operational metrics; identify and implement process improvements.
• Ensure team members are properly trained and equipped with the tools and resources needed to succeed.
• Monitor and audit for quality assurance, order accuracy, and customer satisfaction.
• Assist in the development and implementation of procedures that align with departmental and company goals.
• Provide backup support for cross-functional Customer Service functions as needed.
• Participate in cross-functional initiatives and special projects, especially related to technology enhancements.

Benefits

• Health insurance
• 401(k)
• Profit sharing
• Disability
• Life insurance
• Paid time off
• Voluntary benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Machinery Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees