Customer Service Supervisor 2

ITW • Troy, AL

19h • Hybrid

About The Position

The Customer Service Supervisor is responsible for managing and coordinating the daily operations of the customer service team. This role ensures positive customer relationships are maintained, and customer inquiries are resolved in a timely and effective manner. The Supervisor administers and balances case workloads, monitors adherence to policies, procedures, operating structures, and information flows, and ensures service standards are consistently achieved or exceeded.
The position is responsible for monitoring customer service performance indicators, coaching and developing team members, and driving operational excellence to deliver outstanding customer experience. The Customer Service Supervisor serves as a key resource for escalated customer issues and supports continuous improvement initiatives across the contact center operation.
The successful candidate will demonstrate strong leadership, communication, and coaching abilities while fostering employee engagement and accountability to deliver exceptional customer experiences.

Requirements

• Associate's degree required
• Minimum of 6 years of customer service, contact center, or related experience.
• Minimum 2 years of people leadership or supervisory experience.
• Experience managing customer inquiries, escalations, and service performance metrics.

Nice To Haves

• Bachelor's degree preferred
• Experience balancing workloads and coordinating team resources in a customer-facing environment
• Experience monitoring customer service KPIs, including service levels, quality, productivity, and customer satisfaction.
• Experience with customer relationship management (CRM), telephony, and customer service technologies.
• Demonstrated success driving customer service excellence and team performance.

Responsibilities

• Manage and coordinate the daily activities of the customer service team.
• Administer and balance case volumes and workloads to ensure efficient service delivery.
• Monitor productivity, staffing levels, and service levels to meet operational objectives.
• Ensure policies, procedures, and operating standards are consistently followed.
• Provide direction, coaching, and support to achieve departmental goals.
• Ensure customer inquiries are managed in a timely, professional, and effective manner.
• Maintain strong customer relationships through exceptional service delivery.
• Monitor customer service metrics and performance indicators.
• Address and resolve escalated customer concerns.
• Promote a customer-focused culture within the team.
• Conduct regular coaching sessions and performance reviews.
• Identify opportunities for employee development and continuous improvement.
• Develop and execute performance improvement plans as needed.
• Recognize and reward strong performance.
• Support employee engagement, retention, and career development.
• Monitor interactions to ensure compliance with company policies and service standards.
• Ensure work output meets or exceeds established quality standards.
• Identify trends and implement corrective actions where needed.
• Analyze service metrics and operational data to identify improvement opportunities.
• Recommend process enhancements to improve efficiency and customer satisfaction.
• Support implementation of new initiatives and operational changes.
• Partner with leadership to achieve strategic customer service objectives.
• Interviewing, hiring, onboarding, training, assigning and directing work, evaluating performance, coaching employees, rewarding and disciplining employees, addressing complaints, and resolving operational and customer issues in accordance with company policies and applicable laws.

Benefits

• ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
• As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
• All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree