Customer Service Supervisor

Vibration Mountings and Controls Inc•Houston, TX

About The Position

The Customer Service Supervisor reports directly to the Sr. Customer Service Manager and helps build and maintain strong customer relationships. The role supports internal teams and the HVAC network by managing orders, responding to inquiries, and ensuring timely, accurate communication. The position uses technology and cross-functional collaboration to deliver customer service and support. The supervisor provides day-to-day direction to Customer Service team members, assigns and prioritizes workloads, monitors team performance and order accuracy, coaches employees, handles escalated customer issues, and identifies process improvements. The role also manages assigned accounts and serves as a liaison between customers and internal departments, including Quality, Engineering, and Manufacturing. Additional work includes processing and verifying purchase orders, estimating delivery timelines, tracking orders through production, monitoring fulfillment and shipping status, maintaining accurate CRM and ERP records, running daily reports, managing shared inboxes, and maintaining customer accounts and portals.

Requirements

Strong interpersonal skills and a proactive, customer-focused approach.
Excellent verbal and written communication skills.
Exceptional organization and attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Ability to coach employees, delegate work, and manage competing priorities.
Proficiency with Microsoft Office, CRM, and ERP systems.
High school diploma or equivalent required.
3–5 years of customer service experience preferred.
Previous team lead or supervisory experience preferred.
At least 1 year of administrative experience in a manufacturing environment preferred.

Nice To Haves

Associate’s degree (AA).
Experience with ERP systems such as Epicor or similar.
3–5 years of customer service experience.
Previous team lead or supervisory experience.
At least 1 year of administrative experience in a manufacturing environment.

Responsibilities

Provide day-to-day direction and support to Customer Service team members.
Assign and prioritize workloads to ensure timely customer support.
Monitor team performance, service levels, and order accuracy.
Coach and train employees on customer service expectations and processes.
Serve as the first point of escalation for complex customer issues.
Identify opportunities to improve team workflows and customer service processes.
Build and maintain customer relationships to support business growth and a positive customer experience.
Respond to customer inquiries in a timely and professional manner.
Proactively communicate production updates, delays, or changes to customers.
Provide pricing information as needed.
Demonstrate urgency in responding to customer needs.
Collaborate with internal teams and support external customers.
Document customer changes accurately and coordinate updates through production.
Escalate issues and involve appropriate departments when necessary.
Manage day-to-day activities for assigned accounts, serving as a liaison between customers and Quality, Engineering, and Manufacturing.
Process and verify purchase orders for accuracy.
Estimate delivery timelines based on lead times and track orders throughout production.
Monitor production status to support communications about fulfillment, shipping, and logistics.
Maintain accurate and up-to-date records in CRM and ERP systems.
Run daily reports to track order status and take appropriate action.
Manage customer inquiry communications through shared inboxes.
Perform account maintenance, including customer portal management.