Customer Service Supervisor

Knape and Vogt Manufacturing Company•Grand Rapids, MI

2d•Hybrid

About The Position

Do you have great customer service experience and looking for a new opportunity? I f youre passionate about people leadership, continuous improvement, and creating standout customer experiences, this is your opportunity to make an impact at Knape & Vogt. We are looking for a Customer Service Supervisor to join our industry leading team! Enjoy excellent pay and incentives at a company where you will be recognized and rewarded! Company Overview: Knape & Vogt Manufacturing Company has been based in Grand Rapids for over 125 years. We are a global leader specializing in the design, manufacture and distribution of functional hardware, office and healthcare ergonomics and storage-related components for original equipment manufacturers, specialty distributors, hardware chains and major home centers. Whats In It For You? Benefits including Medical/Dental/Vision plus many more Competitive Pay Generous Paid Time Off Paid Holidays 401K with Company Match Tuition Reimbursement Employee Discount Programs Bonus and Merit opportunities What Will You Get To Do: Team Leadership & Performance Lead and coach a team of Customer Service & Order Entry Representatives to meet or exceed service-level expectations Conduct regular 1:1s, provide real-time feedback, maintain accountability, and support team development plans Monitor daily workload distribution (cases, phones, emails, order entry), ensuring service coverage and adherence to hybrid/on-site expectations Support interviewing, onboarding, and training of new team members Customer Experience & Escalation Support Serve as first point of escalation for customer issues, partnering with Product Support, Sales, Planning, and Distribution Ensure timely resolution of customer inquiries related to orders, shipments, pricing updates, claims, and product availability Drive consistency and quality in communication across the team Process Management & Continuous Improvement Ensure adherence to SOPs and contribute to updates for order entry, case management, credits/returns, and shipment issue workflows Identify process gaps and collaborate with the Senior Manager to implement improvements that enhance speed, accuracy, and customer satisfaction Data, Reporting & Metrics Monitor daily/weekly team performance metrics (On-Time Shipment support, case response & closure, call handling, OTD insights, order accuracy) Review Power BI dashboards and Salesforce reports to identify trends, root causes, and training opportunities Assist in building KPI visibility tools (whiteboards, dashboards, scorecards) and communicating results to leadership What Will You Bring: Work Experience : 5 years of experience in Customer Service, experience leading a team Education: High school diploma or GED Computer Skills: Intermediate skills in Microsoft Office Suite, working knowledge of ERP and CRM systems Organization Skills: Strong organizational skills with ability to handle multiple priorities efficiently and effectively; ability to efficiently work in a highly paced environment; detail oriented to provide highest degree of accuracy and completeness possible Communication Skills: Excellent verbal and written communication skills combined with ability to communicate effectively with individuals at all levels, both inside and outside of the organization

Requirements

5 years of experience in Customer Service, experience leading a team
High school diploma or GED
Intermediate skills in Microsoft Office Suite, working knowledge of ERP and CRM systems
Strong organizational skills with ability to handle multiple priorities efficiently and effectively; ability to efficiently work in a highly paced environment; detail oriented to provide highest degree of accuracy and completeness possible
Excellent verbal and written communication skills combined with ability to communicate effectively with individuals at all levels, both inside and outside of the organization

Responsibilities

Lead and coach a team of Customer Service & Order Entry Representatives to meet or exceed service-level expectations
Conduct regular 1:1s, provide real-time feedback, maintain accountability, and support team development plans
Monitor daily workload distribution (cases, phones, emails, order entry), ensuring service coverage and adherence to hybrid/on-site expectations
Support interviewing, onboarding, and training of new team members
Serve as first point of escalation for customer issues, partnering with Product Support, Sales, Planning, and Distribution
Ensure timely resolution of customer inquiries related to orders, shipments, pricing updates, claims, and product availability
Drive consistency and quality in communication across the team
Ensure adherence to SOPs and contribute to updates for order entry, case management, credits/returns, and shipment issue workflows
Identify process gaps and collaborate with the Senior Manager to implement improvements that enhance speed, accuracy, and customer satisfaction
Monitor daily/weekly team performance metrics (On-Time Shipment support, case response & closure, call handling, OTD insights, order accuracy)
Review Power BI dashboards and Salesforce reports to identify trends, root causes, and training opportunities
Assist in building KPI visibility tools (whiteboards, dashboards, scorecards) and communicating results to leadership