Customer Service Supervisor

Balchem Corporation•Maryland Heights, MO

13d

About The Position

The Customer Service Supervisor provides management oversight for customer service representatives responsible for specific lines of business. The role ensures the P&C Customer Service Team meets performance measures and makes sound business decisions that support customer satisfaction. It is responsible for resolving customer inquiries and processing orders promptly from entry through shipment, while ensuring effective coordination with plant operations, scheduling, inventory control, and logistics. The supervisor also coordinates activities and communicates with Operations managers and the sales organization. The position leads the customer service team, manages key accounts, maintains customer service processes and account records in Microsoft D365, and provides training to promote quality service across the P&C division. It works closely with customers and teams across Operations, Manufacturing, Logistics, R&D, QA, Outside Sales, and Marketing. The role also supports site safety policies and contributes to cross-functional meetings.

Requirements

Bachelor's degree in a related discipline.
5–7 years of experience in the food industry.
Proven track record in sales or customer service management.
Excellent business management skills.
Track record for innovation and outstanding leadership ability.
Ability to communicate at all levels of the organization and lead change.

Responsibilities

Develop and lead a team of qualified personnel to deliver high-quality customer service.
Monitor customer issues, address them, and implement timely corrective actions to ensure customer satisfaction.
Communicate directly with customers to identify their needs and coordinate rapid responses with internal resources.
Maintain direct responsibility for key accounts.
Establish and maintain customer service processes and procedures.
Create and maintain customer account records in Microsoft D365.
Manage the daily functions of the customer service team and encourage teamwork and productivity.
Provide customer service training programs throughout the P&C division.
Manage end-to-end order processing.
Follow and enforce safety policies and procedures, including the use of PPE and equipment safeguards, and promote the site's safety culture.
Communicate with Operations, Manufacturing, Logistics, R&D, and QA departments across locations.
Interact with Outside Sales and Marketing groups.
Participate in and contribute to cross-functional meetings.