Customer Service Supervisor
About The Position
This role is responsible for translating global strategy into actionable operational plans for the team, coordinating day-to-day customer service operations and workflows. The supervisor will coach, manage, and develop team members, monitor performance against targets, and identify training needs. Key responsibilities include leading the onboarding process, escalating complex issues, producing performance reports, and managing scheduling and workforce coverage. The role also involves acting as a primary point of contact for an assigned customer territory, processing sales orders, preparing quotes and proposals, managing customer data in the CRM system, and handling administrative tasks. Additionally, the supervisor will support the team with customer escalations, ensure compliance in sales documentation, assist the Finance team with collections, and manage backlog reviews at month-end and beginning-of-month. The position requires completing assigned training, meeting KPIs and service level expectations, and being available to work across different time zones to support global operations. The role also involves taking on additional responsibilities as business needs evolve.
Requirements
- Strong knowledge of customer service, order management, inside sales, and account support processes.
- Experience with ERP systems, reporting, KPI tracking, and Microsoft Office (Excel, Outlook, teams, etc.).
- Understanding of inventory, lead times, intercompany transactions, and collections support.
- Strong leadership, onboarding, coaching, and team coordination skills.
- Excellent communication, problem-solving, and conflict resolution abilities.
- Ability to manage multiple priorities, high-volume customer interactions, and key account meetings in a fast-paced environment.
- Strong attention to detail with the ability to analyze data, identify issues, and drive process improvements.
- Ability to collaborate effectively with Sales, Finance, Supply Chain, and Operations teams.
Responsibilities
- Translates global strategy into actionable operational plans for the team
- Coordinates day-to-day customer service operations and workflows
- Coaches, manages and develops the assigned team members
- Monitors team performance against targets
- Identifies training needs and supports professional development initiatives
- Lead the onboarding process for new team members
- Escalates complex issues and risks to the Global Customer Service Manager
- Produces regular performance reports and team updates for senior management
- Handles scheduling, shift planning, and workforce coverage across the team
- Acts as the primary point of contact for an assigned customer territory
- Processes sales orders and maintains accurate records across all transactions
- Prepare quotes, proposals, and sales reports for the team
- Manages and updates customer data within the CRM system
- Handles correspondence, scheduling, and administrative tasks for the team
- Supports the team with customer scalations
- Ensures accuracy and compliance in all sales documentation and filing
- Support the Finance team in resolving customer collection issues
- Reviews backlog at month end and works with the team to ship all shippable items
- Reviews backlog at the beginning of the month and works with planning to obtain recovery dates for orders past due from the prior month
- Coordinate and support intercompany reconciliation activities related to customer orders
- Completes assigned training and development programs
- Meets and maintains established key performance indicators (KPIs) and service level expectations
- Available to work across different time zones to support global operations and customer needs
- Takes on additional responsibilities as business needs evolve, demonstrating flexibility and a willingness to contribute wherever the team needs most
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
