Customer Service Supervisor

The Dixon Group•Chestertown, MD

1d•$60,000 - $80,000

About The Position

The Dixon Group is seeking a dynamic, hands-on Customer Service Supervisor to lead our Customer Service team. This is a critical leadership role that bridges the gap between our customers and our internal manufacturing and distribution teams. You will be accountable for executing our plans, optimizing operating procedures, and ensuring our customers receive the highest level of technical support and rapid delivery worldwide. The Dixon Group is a global, family-owned manufacturing company with a history of over 100 years of operation in the U.S.A. Based in Chestertown, Maryland, with distribution centers located worldwide. The company has a diverse workforce and a strong values-based culture. As an innovator in the hose coupling industry, our mission is to provide real solutions for our customers while fostering a supportive and collaborative work environment. At The Dixon Group, we value the contributions of our Military Veterans and proudly employ our nation’s heroes. Veterans are strongly encouraged to apply. As a leader, you will be expected to foster an entrepreneurial spirit, mentoring your team to not just process orders, but to act as proactive problem-solvers and brand ambassadors who embody our values.

Requirements

Bachelor’s degree in Business or related field required.
Minimum 7 years in Customer Service within a manufacturing or industrial setting.
At least 5 years of experience in a Supervisory or Management role, with a proven track record of accountability.
Advanced proficiency in ERP software and data analysis tools.
Exceptional skills with the ability to build trustworthiness and rapport with diverse stakeholders.
Deep understanding of industrial regulations and a commitment to safe and ethical business practices.
Excellent customer service and management skills
Effective coaching and leadership ability
Excellent interpersonal skills and ability to instill a teamwork environment

Responsibilities

Direct and mentor a team of 10 – 15 Customer Service Reps to reach their full potential.
Develop departmental systems and goals to ensure superior customer service and operational efficiency.
Oversee the end-to-end order cycle—from inquiry to delivery—ensuring we maintain our reputation for quality products and rapid delivery.
Partner with Engineering and Manufacturing to resolve complex inquiries while ensuring all solutions align with our commitment to safety.
Develop strategies to "delight" high-value accounts, acting as a responsible corporate citizen in every interaction.
Utilize data to identify trends, ensuring we remain the most accessible and "easiest" partner in the industry.
Prepare performance reports for executive leadership and manage the departmental budget with transparency and integrity.