Customer Service Supervisor Customer Service Supervisor
About The Position
The Customer Service Supervisor leads and develops a team of Customer Service Representatives to deliver consistent, high‑quality service while meeting operational and performance targets. This role drives efficiency and customer satisfaction through KPI management, schedule optimization, technology oversight, and continuous process improvement. As an escalation point for complex issues, the Supervisor partners cross‑functionally to streamline operations, improve the customer experience, and support system and technology enhancements that strengthen overall service delivery. This position will be either a remote or hybrid role based on the selected candidate’s geographic location. Strong preference will be given to applicants who live within a commutable distance to our Corporate HQ in Bridgewater, New Jersey.
Requirements
- Bachelor’s degree preferred or equivalent experience
- 3+ years of customer service experience, including leadership exposure
- Proficiency with Microsoft Office and CRM/call center systems
Responsibilities
- Lead, coach, and develop a team of up to 7 Customer Service Representatives
- Conduct regular 1:1s, performance reviews, and development discussions
- Manage scheduling, coverage, and queue performance to meet service levels
- Act as the primary escalation point for complex customer issues
- Monitor KPIs and drive performance across quality, productivity, and attendance
- Perform QA reviews of calls and tickets; deliver clear feedback and coaching
- Lead onboarding and ongoing training; maintain SOPs and resource materials
- Partner cross‑functionally to support continuous improvement efforts
- Ensure compliance with company standards, legal requirements, and best practices
Benefits
- Nestle offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
