Customer Service Supervisor

Lenze Americas Corporation • Uxbridge, MA

1d • $73,000 - $85,000 • Hybrid

About The Position

The Customer Service Supervisor oversees the day-to-day operations of the Customer Service team, leading 9 direct reports ensuring the delivery of exceptional customer support. Reporting to the Customer Service Manager, this role is responsible for driving team performance, managing order fulfillment and order management activities, ensuring compliance with established processes and service standards. This individual partners closely with Sales, Inside Sales, Operations, and other cross-functional teams to deliver a seamless customer experience, resolve issues timely, and continuously improve processes that support operational efficiency and customer satisfaction.

Requirements

• 3+ years of B2B customer service experience, preferably in a manufacturing, industrial, or technical environment.
• 2+ years of experience leading, coaching, or supervising a customer service team.
• High school diploma or GED required; Associate’s or Bachelor’s degree preferred.
• Proven ability to coach, develop, and support employees in a fast-paced, customer-focused environment.
• Strong communication and interpersonal skills with the ability to collaborate effectively across Sales, Operations, Supply Chain, and other departments.
• Customer-focused mindset with a passion for delivering exceptional service and building positive relationships.
• Strong organizational skills with the ability to manage multiple priorities, meet deadlines, and maintain attention to detail.
• Experience monitoring and driving performance through key metrics such as response time, order accuracy, and turnaround time.
• Ability to effectively handle escalations, resolve issues, and follow through to completion.
• Solid understanding of order management, order fulfillment, logistics, and customer support processes.
• Commitment to following and reinforcing established processes, policies, and best practices.
• Experience working with ERP and CRM systems, as well as Microsoft Office applications.
• Strong problem-solving skills with the ability to identify opportunities for continuous improvement and operational efficiency.
• Hands-on leadership style with a willingness to support the team and lead by example.

Nice To Haves

• Experience in industrial automation, distribution, manufacturing, or other technical industries is a plus.
• Experience working in a continuous improvement culture focused on operational excellence and customer satisfaction is highly desirable.

Responsibilities

• Lead, mentor, and coach a team of 9 Customer Service Specialists, fostering a culture of collaboration, accountability, and customer focus aligned with Lenze values.
• Oversee day-to-day customer service operations, ensuring timely responses, accurate order processing, and exceptional service delivery.
• Monitor team performance and key service metrics, including response times, order accuracy, productivity, and turnaround times.
• Serve as the first point of escalation for customer concerns and operational issues, driving timely and effective resolution.
• Ensure adherence to Lenze policies, procedures, and established business processes while promoting consistency and operational excellence.
• Maintain and communicate process documentation, updates, and best practices to support team effectiveness.
• Identify opportunities to improve processes, enhance efficiency, and elevate the overall customer experience.
• Collaborate closely with Sales, Inside Sales, Operations, Supply Chain, and other cross-functional teams to support customer and business objectives.
• Coordinate follow-up activities related to customer inquiries, orders, and escalations to ensure a seamless end-to-end customer experience.
• Support the resolution of complex customer situations while maintaining a high level of customer satisfaction and professionalism.
• Contribute to Lenze's continuous improvement culture by recommending and implementing ideas that improve service levels, team performance, and operational efficiency.
• Lead by example with a hands-on approach, stepping in as needed to support the team and ensure customer needs are met.

Benefits

• Blue Cross Blue Shield Medical Insurance – multiple plan options
• Blue Cross Blue Shield Dental Insurance
• FSA, HSA options
• Vision Insurance
• 401k with company match, fully vested
• Paid Time Off
• 10 company paid holidays
• Company paid disability & AD&D insurance
• 100% paid parental leave after one year of service
• Supplemental insurance plans (Identity theft, cyber protection, additional life, etc.)
• Tuition reimbursement
• Many of our positions offer flexible schedules to meet your needs
• Relaxed business casual environment
• Sit/Stand desks for onsite office positions
• Frequent team building activities
• Career development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree