Customer Service Supervisor

Federal Mfg•Oconomowoc, WI

5d•Hybrid

About The Position

CL&D, a division of ProMach, has an exciting opportunity for a Customer Service Supervisor based in Oconomowoc, WI. This is a hybrid role, three days in the office and two days at home. As a Customer Service Supervisor, you lead a team responsible for managing customer accounts, handling service inquiries, and ensuring a high level of customer satisfaction. You’ll partner closely with Sales, Account Services, and Operations to support customer needs, resolve issues, and drive continuous improvement across our service processes. Are you motivated by leading a team, building relationships, and improving the customer experience?

Requirements

An Associate’s or Bachelor’s degree preferred
3–5 years of experience in customer service and leadership roles
Experience in a customer‑facing role, ideally within manufacturing, printing, or a related industry
Strong problem‑solving skills and the ability to manage multiple priorities in a fast‑paced environment
Excellent communication and interpersonal skills to build relationships internally and with customers
Proficiency with Microsoft Office and familiarity with ERP and CRM systems
The ability to analyze order data and communicate both financial and operational impacts
Strong attention to detail, organization, and time management skills

Responsibilities

Lead, coach, and support a team focused on customer service and account management, driving strong performance and accountability
Provide training, feedback, and ongoing development to help your team succeed
Serve as a key support resource for customer accounts, ensuring timely issue resolution and exceptional service
Oversee order processing from start to shipment, ensuring accuracy and alignment with customer expectations
Partner with Sales and Operations to support product launches, design changes, and evolving customer needs
Monitor customer service performance metrics and identify opportunities to improve response times, quality, and satisfaction
Address escalated customer concerns related to pricing, quality, technical details, and workflow processes
Drive process improvements and help standardize workflows to improve efficiency and team effectiveness