Customer Service Supervisor

The Customer Service Supervisor is a strong leader who supports their team initiatives through upholding the organization Vision & Strategy while exemplifying professionalism in all aspects of their role. Imperative attention to detail and time management is required. Leading the team by overseeing the timely, efficient and high-quality order fulfilment process, the Supervisor is accountable to meet the team Key Performance Metrics for their respective teams. The Customer Service Supervisor ensures their team provides timely, efficient and high-quality order fulfilment within 4-8 hours of receipt of orders when all processing requirements are within our department's control. Additionally, the Supervisor oversees and directs the timely, high-quality response to all customer inquiries received by their team. Responses should be predominantly within 1 hour or less of receipt and full resolution should be within 2-4 hours when the customer request is within the control of our department. Responsibilities include the development of employees through coaching and training; empowering employees to work collaboratively to develop continuous improvement; development and implementation of processes to improve inventory control and order fulfillment, as well as resolution of specific customer issues at all facilities. The individual drives alignment with cross-functional partners such as Sales, Distribution, Transportation, Planning, and our 3PL providers as well as Quality and facilitating the upfront data gathering activity for Customer Complaints. The role will be tactical with input on strategy and have daily responsibilities as well as project work as needed. A key function of this role is to provide leadership to the Customer Service team and to ensure that the team is up to date with training, and to empower the team to be collaborative and quick to find solutions and responses for our US Customers.