Customer Service Supervisor

Applied Control•Centennial, CO

11d•Onsite

About The Position

Applied Control is seeking a Customer Service Supervisor to lead and support our Centennial-based Customer Service team. This role serves as the first level of leadership within the department, responsible for driving daily execution, employee development, process adherence, and team performance. The ideal candidate is a hands-on leader who thrives in a fast-paced environment, enjoys coaching and developing others, and can effectively balance people leadership with operational responsibilities. This position partners closely with Customer Service Management to ensure the team delivers exceptional service while maintaining efficiency, quality, and accountability.

Requirements

Minimum 2 years of experience in customer service and/or order management within a B2B environment.
Minimum 2 years of advanced ERP system experience.
Strong leadership, communication, and interpersonal skills.
Excellent problem-solving, prioritization, and organizational abilities.
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Minimum 2 years of supervisory or people leadership experience.
Experience with IFS ERP.
Intermediate to advanced Microsoft Excel skills.
Experience coaching, mentoring, and developing employees.

Responsibilities

Conduct regular one-on-one meetings and team check-ins.
Provide ongoing coaching, feedback, and performance guidance.
Address performance concerns proactively and partner with HR when appropriate.
Participate in recruiting, interviewing, hiring, and onboarding activities.
Support employee development planning and performance review processes.
Foster a positive, engaged, and accountable team culture.
Assign and prioritize daily workload and team responsibilities.
Ensure adequate staffing coverage, including schedule coordination and PTO planning.
Monitor workload distribution and resource utilization.
Resolve day-to-day operational issues and remove obstacles impacting performance.
Make timely operational decisions within established guidelines.
Reinforce departmental standards, policies, and procedures.
Monitor team productivity, accuracy, and service quality metrics.
Identify performance trends and implement corrective coaching as needed.
Coordinate retraining efforts when performance gaps are identified.
Escalate broader operational or systemic concerns to management.
Identify employee strengths and development opportunities.
Provide task-specific coaching and mentoring.
Support cross-training and knowledge-sharing initiatives.
Recommend training opportunities and developmental assignments.
Assist employees in preparing for future growth opportunities within the organization, including advancement into senior-level customer service roles.
Clearly communicate department goals, priorities, and expectations.
Translate leadership direction into actionable objectives for the team.
Gather employee feedback and communicate concerns appropriately.
Identify and elevate risks before they become larger issues.
Promote employee engagement and maintain strong team morale.