Customer Service Supervisor

ITW•Harlem, NY

About The Position

The Customer Service Supervisor reports to the Customer Relations Manager and oversees activities supporting departmental objectives, including delivery performance, customer relations, and related administrative practices. The role provides leadership and support to the Customer Service team while managing a limited number of customers and serving as the primary contact for escalated customer service issues. The supervisor coordinates team training and work assignments, maintains procedures, supports customer and internal meetings, and works with Manufacturing and Shipping to manage EDI schedule changes and exceptions. The role also serves as a subject matter expert for customer service accounting-process setups and inquiries, internal operating systems, and IT-related concerns. The supervisor promotes safety and continuous improvement and supports team coverage and performance management.

Requirements

Two-year administrative/manufacturing degree or equivalent education and/or experience.
Minimum 3–5 years of customer service or sales experience related to a manufacturing environment or related field.
Detail-oriented, with proven organizational and verbal and written communication skills.
Experience and working knowledge of customer relations, computer operations, and coordinating multiple tasks.
Demonstrated experience resolving customer-related issues.
Proficiency in Microsoft Excel, Word, Outlook, and Office.
Strong work ethic; reliable, self-motivated, and able to work independently and in a team environment.
Proven accuracy in work.

Responsibilities

Provide day-to-day leadership, guidance, and support to the Customer Service team.
Manage a limited number of customers with supervisory responsibility.
Serve as the primary point of contact for escalated customer service calls, inquiries, and issues.
Participate in interviewing, onboarding, and training new Customer Service team members.
Facilitate cross-functional training with internal departments.
Arrange and assign tasks for direct reports.
Develop, maintain, and update work instructions and procedures for responsible team members.
Support customer meetings, audits, and interdepartmental meetings.
Monitor and manage EDI customer schedule changes and exceptions, ensuring alignment with Manufacturing and Shipping schedules.
Support customer ERP system questions, issues, and procedure requests.
Serve as the subject matter expert for Customer Service team accounting-process setups and inquiries, internal operating systems, and IT-related concerns.
Drive continuous improvement initiatives for the Customer Service department.
Represent safe work practices and maintain and promote team safety protocols.
Oversee direct employees’ work schedules, backup coverage, and vacation time approvals.
Conduct annual and as-needed employee performance evaluations.
Provide backup support for the Customer Service team as needed.
Perform additional duties and special projects as assigned.