Customer Service Supervisor

Aston Carter•Folsom, CA

1d•$22 - $24•Onsite

About The Position

The Customer Service Supervisor leads the daily execution and continuous improvement of the customer service function, focusing on customer satisfaction, account management, operational excellence, and cross-functional collaboration. This role involves supervising the customer service team, managing key customer interactions, and ensuring accurate, timely, and professional service across all customer touchpoints. The ideal candidate is a hands-on leader who combines strong client-facing skills with operational discipline, proactively strengthening customer relationships, mentoring team members, and improving internal processes impacting the customer experience.

Requirements

Strong phone etiquette, active listening, and problem-solving skills.
Excellent written and verbal communication skills.
Customer-focused mindset with the ability to adapt to varying personalities and situations.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Strong attention to detail and commitment to accuracy.
Reliable punctuality and attendance.
Proficiency in data entry and the use of computers, telephones, and standard office equipment.
Comfortable working in a high-volume, deadline-driven environment.
High school diploma or equivalent required.
Minimum of 5 years of combined sales and customer service experience required.
Prior supervisory or lead experience preferred.

Nice To Haves

Familiarity with CRM systems and customer service best practices.
Experience with ERP systems strongly preferred.
Working knowledge of ISO procedures is a plus.
Proficient in Microsoft Word and Excel; capable of creating and modifying documents and spreadsheets.

Responsibilities

Handle incoming customer calls and inquiries, building strong rapport through professional, solution-oriented communication.
Assess customer needs and provide accurate, complete information in accordance with company policies and procedures.
Communicate pricing, order status, and shipment tracking information, while proactively notifying customers of revised ship dates or potential risks.
Build and maintain long-term, trust-based customer relationships through consistent, open, and responsive communication.
Track customer order forecasts and regularly follow up to ensure demand information is accurate and current.
Process new customer accounts, maintain existing accounts, implement account changes, and manage all required documentation and records.
Conduct quarterly customer service surveys, analyze results, present findings to management, and follow up with customers regarding feedback.
Maintain the customer feedback and complaint log, coordinating cross-functionally to identify root causes and ensure timely resolution in compliance with ISO requirements.
Oversee after-sales activities, including RMA processing and customer follow-up to confirm satisfaction.
Track, investigate, and resolve customer debit memos and credits owed, coordinating with internal teams for accurate closure.
Supervise, coach, and support the Customer Service team to ensure high performance and professional development.
Coordinate closely with Finance to ensure customer orders are processed accurately and efficiently.
Identify opportunities for improvement across all customer-facing processes, lead process audits, document gaps, and implement approved improvements.