Customer Service Supervisor

Westlake•Lodi, CA

14h•$85,000 - $110,000

About The Position

Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate. Westlake Pipe & Fittings, a Westlake division ( NYSE:WLK ), is one of the largest polyvinyl chloride pipe and fittings manufacturer in North America. With 23 manufacturing and distribution locations, the company supplies gasketed, solvent weld and restrai ned joint pipes and a wide range of fittings for a diverse list of markets including municipal water and sewer, plumbing, water well, pool and spa, and agricultural and turf irrigation. Westlake Pipe & Fittings is an industry leader in product development with Certa-Lok® spline-lock technology and product systems that are focused on building A Better Foundation . To learn more, visit the website at WestlakePipe.com and follow us on LinkedIn and Facebook . SUMMARY We are seeking a forward-thinking and results-driven Customer Service Supervisor to lead a team of high-performing customer service/inside sales professionals. This role offers a unique opportunity to build and lead a new Customer Service team while partnering with existing teams who support our customers today. You won’t be starting from scratch, but you will challenge the status quo, define new standards for excellence, and shape a high-performing team that delivers proactive service, actionable insights, and lasting customer relationships.

Requirements

Bachelor’s Degree in Business Administration or related field
5+ years of Inside Sales/Customer Service experience in a manufacturing or distribution setting – pipe and fittings experience preferred
3+ years of demonstrated experience with building and supporting high performing inside teams
Ability to work collaboratively with cross-functional teams and build effective working relationships
Strong understanding of SAP S/4 HANA is highly desired, as it supports efficient order management and accurate demand forecasting

Responsibilities

Lead a high-performing team of inside service representatives, who are focused on quotations and order management, resulting in high levels of customer satisfaction and retention
Provide ongoing coaching, professional development, and performance feedback to drive excellence
Participate in key account planning sessions with sales team to support relationship building
Establish formal processes for relaying customer feedback and frontline observations into sales strategy discussions
Work in lockstep with sales to forecast demand through quotations management and follow up
Facilitate regular check-ins with sales to share customer insights, feedback trends, and pain points that inform solution development
Foster strong cross-functional collaboration with the sales and customer service teams to ensure consistent, high-quality communication with customers
Develop, implement, and monitor KPIs (such as quote conversion rate, order turnaround time, on time in full shipments, order accuracy, customer satisfaction scores, etc.) to evaluate individual and team success
Swiftly engage in escalated customer issues with efficiency and empathy to facilitate resolution
Analyze trends and customer insights to inform process improvement and strategic initiatives
Prepare and present reports on customer service performance and progress to senior management.