Customer Service Supervisor

H.B. Fuller • Frankfort, IL

33d • $80,000 - $103,000

About The Position

As the largest pureplay adhesives company in the world, H.B. Fuller’s (NYSE: FUL) innovative, functional coatings, adhesives and sealants enhance the quality, safety and performance of products people use every day. Founded in 1887, with 2024 revenue of $3.6 billion, our mission to Connect What Matters is brought to life by more than 7,500 global team members who collaborate with customers across more than 30 market segments in over 140 countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets. Learn more at www.hbfuller.com. Position Overview The Customer Service Supervisor leads a team responsible for providing accurate, timely, and high‑quality support to strategic customer accounts. This role ensures all inquiries, orders, and issues are managed efficiently while maintaining a consistently positive customer experience. The supervisor also develops team capabilities, drives continuous improvement, and works closely with cross‑functional partners to meet service and operational targets.

Requirements

• 3+ years of experience supervising customer service teams or managing strategic accounts, plus 5+ years of hands‑on customer service experience.
• Proficiency with ERP systems (e.g., SAP) and advanced Microsoft Office skills.
• Ability to organize work, meet deadlines, and manage multiple priorities in a fast‑paced environment.
• Effective communication skills across functions and organizational levels.
• Demonstrated ability to make timely, informed decisions and resolve problems using available data.

Nice To Haves

• Bachelor’s degree in a related field.
• Experience in customer service or supply chain environments with complex order management.
• Experience supporting change initiatives, process improvements, or project implementation.
• Fluency in English with strong coaching and presentation skills.

Responsibilities

• Allocate and monitor daily team workload to ensure timely, accurate, and courteous customer support.
• Manage the full order lifecycle, including creation, adjustments, invoicing, and resolution of customer issues.
• Oversee month‑end tasks such as consignment stock processing, reconciliation, and resolution of invoicing discrepancies.
• Coach and develop team members using structured training plans, performance feedback, and skill-building activities.
• Collaborate with Finance, Logistics, Supply Chain, and Sales to align operations with customer requirements.
• Ensure clear, professional communication and coordination for customer interactions and final responses.
• Track follow‑up actions, service commitments, and response times to ensure customer expectations are met.
• Support continuous improvement initiatives that enhance efficiency, accuracy, and customer experience.

Benefits

• H.B. Fuller offers employees a competitive total rewards package including comprehensive benefits, incentive and recognitions programs, health & wellness benefits, 401K contributions, paid time off and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level