Customer Service Supervisor

LT FOODS AMERICAS INC • Cypress, CA

10d • $75,000 - $80,000

About The Position

LT Foods Americas, Inc. is seeking an experienced, analytical, and results-driven Customer Service Supervisor to oversee daily customer service operations and lead Customer Service Representatives. The role is responsible for accurate order processing, timely resolution of customer inquiries, and exceptional service delivery. The supervisor will interpret operational data, monitor KPIs, identify trends, and implement process improvements to improve efficiency and customer satisfaction. The position will initially support the Walmart account, with responsibilities evolving as business needs grow, and reports directly to the Customer Service Manager.

Requirements

• 5+ years of experience in customer service, order management, or customer service administration.
• Previous supervisory, team lead, or demonstrated leadership experience.
• Demonstrated experience in data analytics, reporting, and performance analysis, including interpreting complex data, identifying trends, and providing actionable recommendations.
• Proficiency in Microsoft Excel, including data analysis, reporting, formulas, and pivot tables.
• Experience monitoring KPIs, analyzing operational performance, and identifying opportunities for process improvement.
• Strong leadership skills and the ability to coach, develop, and motivate employees.
• Strong analytical, critical-thinking, and problem-solving skills.
• Excellent communication, organizational, and time-management skills.
• Close attention to detail and commitment to accuracy.
• Ability to manage competing priorities and meet deadlines in a fast-paced environment.

Nice To Haves

• Previous experience supervising a customer service team.
• Experience with SAP, Microsoft Outlook, Excel, and Word.
• Familiarity with Walmart systems, including Scintilla and Supplier One.
• Experience developing analytical reports, dashboards, and operational performance metrics.
• Experience in food manufacturing is strongly preferred.
• Experience supporting Walmart or other major retail accounts.
• Knowledge of inventory management, order fulfillment, and OTIF performance metrics.
• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, Business Analytics, or a related field preferred; equivalent relevant professional experience may be considered in lieu of a degree.

Responsibilities

• Supervise daily customer service operations and provide leadership, guidance, and support to Customer Service Representatives.
• Monitor employee performance, provide ongoing coaching and feedback, and promote accountability for departmental expectations.
• Oversee daily workflow, assign responsibilities, and ensure adequate coverage to meet operational demands.
• Support employee training and development to strengthen team performance and service quality.
• Partner with the Customer Service Manager to establish priorities, address performance concerns, and achieve departmental goals.
• Oversee customer inquiries and escalations, ensuring professional and timely resolution within 24 hours.
• Ensure customer purchase orders are accurately entered into SAP within 24 hours of receipt.
• Monitor order processing activities to maintain accuracy, efficiency, and timely fulfillment.
• Oversee customer billing, order management, returns, and issue resolution.
• Ensure customer returns are processed within 48 hours to support timely credit issuance.
• Coordinate with internal departments to ensure timely setup of new customer accounts.
• Collaborate with internal teams and Walmart and Sam's Club partners to address customer needs and operational concerns.
• Monitor order fulfillment and coordinate with internal departments to support on-time or early customer deliveries.
• Analyze customer service metrics, order fulfillment data, inventory trends, and OTIF performance to identify operational gaps and recommend improvements.
• Develop, maintain, and present analytical reports and KPI dashboards to support data-driven decision-making and departmental objectives.
• Monitor customer service performance indicators, including order accuracy, response times, order fulfillment, and customer satisfaction.
• Gather, interpret, and evaluate operational data to identify recurring issues, trends, and opportunities for process improvement.
• Use SAP, Microsoft Excel, and other reporting tools to analyze data, track performance, and support business decisions.
• Provide regular performance updates, analytical findings, and recommendations to the Customer Service Manager.
• Collaborate with Sales, Supply Chain, Logistics, and other internal departments to address operational challenges and improve service performance.
• Identify opportunities to improve customer service processes, team productivity, and operational efficiency.
• Evaluate existing workflows and recommend process enhancements to improve accuracy, consistency, and customer satisfaction.
• Support initiatives that strengthen cross-functional collaboration and overall service delivery.
• Ensure departmental procedures, service standards, and operational expectations are consistently followed.
• Assist the Customer Service Manager with implementing departmental goals and continuous improvement initiatives.

Benefits

• Annual bonus opportunity of 5%.
• 401(k) plan with company match.
• Comprehensive benefits package, including medical, dental, vision, life insurance, and Flexible Spending Account (FSA), available after 30 days.
• Paid time off beginning after 30 days.
• Employee discount on company products.
• Annual performance reviews.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed