Customer Service Supervisor

MDC Precision, LLC•Sarasota, FL

12d

About The Position

The Customer Service Supervisor will translate global strategy into actionable operational plans for the team, coordinate day-to-day customer service operations and workflows, and coach, manage, and develop team members. This role involves monitoring team performance against targets, identifying training needs, and leading the onboarding process for new team members. The supervisor will escalate complex issues to the Global Customer Service Manager, produce performance reports, and handle scheduling and workforce coverage. Additionally, the role serves as the primary point of contact for an assigned customer territory, processes sales orders, maintains accurate records, prepares quotes and proposals, and manages customer data within the CRM system. The supervisor will also support the team with customer escalations, ensure compliance in sales documentation, assist the Finance team with collections, and review backlog at month-end to ensure all shippable items are processed. Coordination of intercompany reconciliation activities and completion of assigned training are also key responsibilities. The role requires meeting KPIs and service level expectations, availability to work across different time zones, and flexibility to take on additional responsibilities as needed.

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