Customer Service Supervisor 2

ITW•Troy, MI

6d•Onsite

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. This position directly supervises Customer Service Representatives and other assigned team members. Responsibilities include 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. Other responsibilities or special projects not specifically listed may also be assigned.

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.
Regularly required to sit and operate standard office equipment.

Nice To Haves

Bachelor's degree preferred.
Experience balancing workloads and coordinating team resources in a customer-facing environment preferred.
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.