Customer Service Supervisor

LGG Industrial•La Porte, TX

1d•Onsite

About The Position

The Customer Service Supervisor operates within Leader Gasket (an LGG owned subsidiary) and is responsible for overseeing daily operations of the customer service representatives at the assigned La Porte, TX location. This role ensures exceptional service delivery by monitoring performance, coaching team members, and enforcing adherence to company policies, processes, and customer experience standards. Operating in a fast-paced manufacturing environment that specializes in metal gaskets, the supervisor will lead efforts in CRM utilization, call handling, quality assurance, timely response, and pricing accuracy to support sales, operational efficiency, and customer satisfaction.

Requirements

3–5 years of customer service experience, preferably in industrial distribution and/or manufacturing environments.
1–3 years of supervisory or leadership experience.
Strong knowledge of CRM systems, ERP systems, and order management processes.
Proven ability to manage competing priorities in a fast-paced, high-volume environment.
Excellent communication, coaching, and conflict resolution skills.
Strong Microsoft Office skills including PowerPoint and Excel.
Previous experience utilizing an ERP system.
Reliable transportation is a must.
Ability to work overtime, as required
Ability to be on call, as required
Ability to work nights and weekends, as required.
Effective customer service interpersonal skills with the ability to negotiate and influence for positive outcome
Strong listening skills to fully understand employee and customer needs, identify concerns, and ensure accurate resolution.
Ability to work independently and prioritize responsibilities in a fast-paced high-volume manufacturing environment.
Must have a sense of “team” response to satisfy sales goals and ensure 100% customer satisfaction and the ability to interact effectively with all types of people.
Inspirational leader that can motivate and work effectively in a matrix management with sales, manufacturing, customer service, supply chain, and Key accounts.
Inherently possesses a contagious “can-do” attitude that energizes the workgroup and those around them
Experience and passion for, motivating people, instilling accountability, and achieving results under tight constraints
Requires excellent verbal and written communications skills, professional telephone etiquette, and the ability to handle stressful situations in an efficient, professional and courteous manner
Must possess a mechanical aptitude with the ability to read and interpret drawings to understand how to meet customer requirements; learn how our products are manufactured and utilized by our customers.
Detail-oriented with the ability to catch specification errors that could impact production or customer satisfaction.
Ability to manage teams and balance multiple priorities; such as urgent orders, corrective actions, and long-term process improvements.

Nice To Haves

Experience in an industrial manufacturing setting, particularly with gaskets, sealing products, or related industrial components.
Familiarity with industrial specification and requirements such as ASME, ASTM, or other standards relevant to industrial manufacturing or similar.
Knowledge of material properties and how they affect gasket performance under different operating conditions or similar applications within manufacturing.

Responsibilities

Supervise, coach, and motivate a team of customer service representatives to meet and exceed performance expectations.
Monitor call queues, phone adherence, and service levels to ensure timely and professional responses to customer inquiries.
Oversee CRM usage, ensuring accurate and complete documentation of customer interactions, orders, quotes, and issues.
Collaborate with Sales, Operations, Purchasing, Production and Pricing teams to ensure effective order management, quote turnaround, and competitive pricing strategies.
Daily coordination with manufacturing, engineering, and warehouse teams to align customer orders with production schedule, expedite urgent requests, and resolve inventory or material constraints.
Ensure accuracy in technical specifications, drawings, and gasket requirements when processing quotes and orders.
Track, report, and analyze performance metrics (KPIs), identifying opportunities for improvement and implementing corrective actions.
Support conflict resolution and escalation management with key customers.
Train and onboard new team members, ensuring compliance with company systems, processes, and service standards.
Develop and maintain clear Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and compliance across customer service operations.
Recommend process improvements to enhance efficiency, service delivery, and customer satisfaction.
Must maintain 100% commitment to safety policies and procedures.
Actively participate in the plant safety committee and perform monthly safety inspections to reinforce a strong safety culture.
Build and maintain strong relationships with customers, and support teams in effectively managing customer issues.
Support Customer Service Sales Reps by processing requests for quotes and orders.
Respond timely to Customer Corrective Action Requests and ensure effective implementation of Corrective Action.
Document customer feedback on gasket performance and relay issues to engineering, production, and quality assurance teams.
Promote and enforce 5S principles, ensuring a clean, organized, and efficient office environment that supports productivity and safety.
Perform other duties as trained and qualified for.

Benefits

Competitive compensation plan, with a bonus potential
Health Benefits: medical, dental, vision, short term and long-term disability – available 1st of month following the date of hire
401k with company match
Paid vacation, holidays and sick time
Opportunities for growth!
LGG Industrial gives employees the opportunity to develop themselves, at both the professional and personal level.
Dynamic!
LGG Industrial is a healthy, growing enterprise. This brings continuity, stability and, therefore certainty. Certainty, with room for ambition, personal development and innovation.
Challenges and innovation!
Working at LGG Industrial means working in an innovative environment where you take on challenges and share them, come up with innovative solutions and act in a dynamic and well-considered manner. All of this as a team and as individual.
Being part of a strong team!
LGG Industrial is constantly working on a corporate culture where people take center stage. A friendly, open and pleasant work environment with respect for and confidence in one another. A stimulating and challenging workplace climate where knowledge is shared. As an LGG Industrial employee, you form part of a winning team; a team that helps keep LGG Industrial the undisputed market leader in its field.
Work placement, traineeship opportunities for students!
We offer ample opportunities, especially for students from a technical or commercial background. The wide range of trainee posts at LGG Industrial offers students the opportunity to gain practical experience at an innovative multinational company. Those in search of an informative and challenging traineeship at an organization with a friendly and open work climate need look no further than LGG Industrial.