Customer Service Supervisor

T.M. Cobb Companies•Riverside, CA

1d•$28 - $30•Onsite

About The Position

The Customer Service Supervisor is responsible for leading and supporting the customer service team to deliver exceptional service to residential and commercial clients in the door and millwork industry. This role ensures customer satisfaction through accurate order processing, timely communication, and effective resolution of issues. The Supervisor collaborates with sales, operations, and production teams to maintain a high standard of service throughout the order lifecycle.

Requirements

High school diploma or GED required
Minimum 5 years of experience in customer service, preferably in the commercial and residential door, or millwork industry
2+ years in a supervisory or lead role strongly preferred
Strong knowledge of door, trim, and hardware components is highly desirable
Proficiency with ERP systems and Microsoft Office Suite
Excellent communication, organizational, and leadership skills
Ability to handle high-volume workloads and prioritize under pressure
Detail-oriented with a strong focus on accuracy and follow-through

Nice To Haves

Associate or Bachelor’s degree preferred
Bilingual (English/Spanish) a plus

Responsibilities

Supervise, train, and mentor a team of customer service and order entry representatives
Monitor daily operations to ensure timely order entry, confirmations, and responses to customer inquiries
Resolve complex customer issues and complaints with a sense of urgency and professionalism
Act as a liaison between customers, sales teams, and operations to ensure order accuracy and timely delivery
Review work orders, quotes, and shop drawings for completeness and accuracy before processing
Maintain updated knowledge of product lines, specifications, and lead times specific to door and millwork offerings
Implement and improve processes to enhance efficiency, accuracy, and customer satisfaction
Monitor key metrics such as call volume, order accuracy, and customer satisfaction scores
Assist with staffing, scheduling, and performance evaluations
Ensure team compliance with company policies, procedures, and service standards
Train, and mentor a team of customer service representatives.
Set performance targets and conduct regular performance reviews.
Foster a high-performance, customer-focused culture.
Promote and deliver the company Mission Statement and Value Propositions.
Build and maintain strong, long-lasting customer relationships with distributors.
Create effective customer service procedures, policies, and standards.
Ensure customer satisfaction and handle client inquiries or concerns in a timely manner.
Identify new business opportunities and expand market presence.
Maintain deep knowledge of wood door and millwork products, specifications, building codes, and industry standards.
Educate customers and team members on product offerings and applications.
Schedule continuous cross functional training to your entire team.
Provide market research to stay ahead of industry trends and competitor activity.
Collaborate with RSM’s to drive and exceed company revenue, and unit targets.
Collaborate with marketing, operations, and product development teams to align sales strategies with company goals and value propositions.
Collaborate with operations, logistics, and purchasing teams to ensure timely and accurate delivery of products.
Maintains customer database: updates data and communicates necessary changes to the organization.