Customer Service Supervisor - Wilkes Barre, PA

Morgan Advanced Materials•Wilkes-Barre, PA

22h•Onsite

About The Position

The Customer Service Supervisor leads and coordinates all activities within Morgan Advanced Materials’ Customer Service Department in Wilkes-Barre, Pennsylvania. The role calls for a customer-focused, results-driven leader who can connect operations with the Voice of the Customer, maintain strong service, and support continuous business improvement in a fast-paced manufacturing environment. ERP experience is preferred, and CSI experience is considered a strong advantage. The supervisor oversees customer order and inquiry processes, supports production planning, coordinates customer visits, and develops and communicates performance metrics. The position also carries export-control and information-handling responsibilities, including compliance with the Morgan Transfer Control Plan, applicable regulations, and company procedures. The role establishes performance expectations, coaches and develops employees, and promotes collaboration and accountability across customer service, operations, production, quality, engineering, and other departments. Applicants must be a U.S. citizen, permanent resident card holder, or U.S. person as defined by 22 CFR 120.15 because the position requires access to information subject to ITAR, EAR, and NRC requirements. Morgan Advanced Materials is an Equal Opportunity Employer committed to an inclusive environment and nondiscrimination.

Requirements

Associate degree in Business, Engineering, Marketing, Sales, or a related field; equivalent combinations of education and experience may be considered.
Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
Strong analytical, organizational, and problem-solving skills.
Excellent verbal, written, and presentation communication skills.
Ability to build effective working relationships across organizational levels and with external customers.
Ability to manage multiple priorities and adapt in a fast-paced manufacturing environment.
Proven leadership skills, including the ability to motivate teams, drive accountability, and achieve results.
Customer-focused approach and commitment to continuous improvement and operational excellence, including customer focus, accountability, teamwork and collaboration, problem solving, results orientation, continuous improvement, and employee development.
Ability to occasionally lift and carry up to 25 pounds.
Ability to communicate effectively in person, by telephone, and through electronic communication methods.
Must be a U.S. citizen, permanent resident card holder, or U.S. person as defined by 22 CFR 120.15 due to export-control access requirements.

Nice To Haves

Minimum of five years of relevant customer service, operations, manufacturing, or leadership experience preferred.
Prior supervisory or team leadership experience strongly preferred.
Experience working within an ERP system; CSI experience preferred.

Responsibilities

Lead and oversee CSRs’ receipt, processing, validation, and scheduling of customer purchase orders.
Ensure customer requirements, specifications, and change requests are managed, communicated, and executed, escalating issues proactively when needed.
Coordinate timely responses to customer inquiries, requests for information, and order-status updates.
Develop, analyze, and communicate KPIs, metrics, and reports to identify performance trends, improvement opportunities, and operational successes.
Participate in Daily Group Accountability (DGA) meetings and contribute to cross-functional performance initiatives.
Support production planning to align customer expectations with manufacturing capabilities.
Coordinate customer visits, facility tours, and related communications.
Obtain end-use product information from customers and ensure appropriate review and approval by the Site Export Compliance Manager.
Ensure proper creation, transmission, retention, and destruction of Controlled Unclassified Information (CUI) and controlled technology in accordance with government regulations and company procedures.
Adhere to the Morgan Transfer Control Plan, applicable government regulations, and company policies and procedures.
Ensure export-controlled technical information is not disclosed to foreign nationals without prior approval from the Export Compliance Manager.
Establish performance expectations, provide coaching and development opportunities, and foster accountability and continuous improvement.
Promote collaboration among customer service, operations, production, quality, engineering, and other departments to support customer satisfaction and operational success.