Customer Service Supervisor

GG BRANDS COMPANY•Sharonville, OH

4h•Onsite

About The Position

The Customer Service Supervisor ensures that Gorilla Glue consistently meets or exceeds customer expectations in regard to order accuracy, delivery performance and service quality. This role leads a team of Customer Service Specialists, oversees day-to-day operations, resolves escalated issues and drives continuous improvement. Success requires strong analytical skills, cross-functional collaboration, technical proficiency and a passion for developing people and improving the customer experience. What's in it for you? Thanks to our commitment to creating a supportive and engaged workplace culture, Gorilla Glue has been recognized as a top place to work for 15 years in a row. We offer competitive compensation packages, comprehensive healthcare benefits, and other perks and incentives to ensure our employees feel valued and supported. Joining the Gorilla Glue family means being part of a team passionate about building strong brands and promoting a culture of excellence. As an employee, you'll be able to help create high-quality products and build brands that people love. Join us in an inspiring workplace where you can belong, grow, and make a difference!

Requirements

Bachelor’s degree or equivalent experience.
4 Years of Customer Service or equivalent related experience required.
2 Year of supervisory or related experience required.
Exceptional communication skills, both written and verbal.
Proven problem-solving and conflict-resolution skills
Strong organizational and time-management skills
Team player with a courteous and friendly demeanor and ability to work well with peers and management.
Good judgment and ability to work independently.
Strong technical skills. Must have at least intermediate experience with Excel, Word, and Outlook.
ERP experience required, Oracle preferred.
Must adhere to The Gorilla Glue Company’s Core Values that ensure everyone works together to exceed expectations.
Have fun, be passionate and show it!
Act with integrity and respect in all relationships.
Communicate openly and appreciate the effort of others.
Embrace knowledge, growth, and change.
Strive for excellence in what we do every day!

Responsibilities

Oversee daily customer service operations to ensure timely and accurate order processing and fulfillment
Partner with IT and external service providers to optimize Oracle ERP processes and related system interfaces
Manage escalated customer issues, ensuring quick resolution and root-cause identification
Partner with Sales, Supply Chain, Logistics and IT to resolve order-related challenges and improve cross-functional processes
Create and distribute reports to leadership and leverage KPIs to support decision making
Identify process gaps and lead initiatives that improve efficiency, accuracy and customer satisfaction
Lead, coach and develop a team of Customer Service Specialists
Foster a positive, accountable and collaborative team culture aligned with Gorilla’s core values