Customer Service Supervisor

SiteOne Landscape Supply, Inc.•Manassas, VA

45d

About The Position

The Customer Service Supervisor is responsible for leading and supporting the front-of-house operations to deliver an exceptional customer experience. This role combines direct customer-facing responsibilities with the leadership and development of Customer Service and Sales Representatives (CSSRs). The Customer Service Supervisor ensures that every customer interaction-whether in person, over the phone, by email, or through online ordering-reflects SiteOne's standards of excellence, professionalism, and service. The ideal candidate will be a hands-on leader who thrives in a dynamic environment, balancing people management, customer care, and operational tasks while driving continuous improvement in service performance and branch success.

Requirements

High school diploma or equivalent required; college coursework or degree in business or related field preferred.
3+ years of customer service experience, preferably in a retail, distribution, or sales environment.
1-2 years of supervisory or team leadership experience strongly preferred.
Strong communication, coaching, and problem-solving skills.
Proficiency in order processing systems, Microsoft Office, and/or POS systems.
Ability to multitask in a fast-paced environment while maintaining attention to detail.

Nice To Haves

Knowledge of green industry, construction, or landscape products is a plus.

Responsibilities

Serve as the primary customer-facing leader at the branch counter, setting the tone for service quality and professionalism.
Demonstrate exceptional customer service by proactively assisting customers with inquiries, product selection, and order fulfillment.
Build, cultivate, and maintain strong, long-term customer relationships that drive loyalty and repeat business.
Handle escalated service issues with professionalism and resolve concerns in a timely, customer-focused manner.
Coach, mentor, and develop CSSRs, providing guidance on service standards, product knowledge, and sales techniques.
Lead by example to foster a culture of accountability, teamwork, and continuous learning.
Provide feedback and training to enhance team performance against established service and sales goals.
Serve as the front-of-house lead, ensuring smooth daily operations and effective delegation of tasks.
Process customer orders accurately and efficiently across all channels (phone, in person, email, online).
Drive digital sales growth.
Identify opportunities to upsell, cross-sell, and expand business with both new and existing customers.
Partner with branch leadership to introduce and implement new technologies, processes, and sales strategies that drive business performance.
Monitor and manage key service metrics, including phone answer rate, order accuracy, override reduction, and line-of-business certifications.
Support merchandising, product presentation, and inventory management to ensure product availability and a safe, organized store environment.
Assist in the preparation and fulfillment of inventory orders for both customer pick-up and delivery.