Customer Supervisor

Owens Corning • Val-Joli, QC

54d

About The Position

Reporting to the Customer Service Manager, the Customer Service Supervisor (CSS) is the daily operational leader for the Customer Service Associates (CSAs). The CSS allocates workload, enforces procedures, provides frontline coaching, manages escalations, and ensures service levels and order accuracy.

Be the single operational authority for CSAs, ensuring right-first-time order processing, timely responses, and consistent application of procedures across the team.

Requirements

• Experience leading frontline customer service teams in manufacturing/industrial settings.
• Strong SAP proficiency and working knowledge of order entry, verification, and quoting processes.
• Excellent communication, time management, and conflict resolution skills.
• High attention to detail; ability to thrive in a fast-paced, open environment.
• Professional, empathetic, and diplomatic leadership style.

Responsibilities

• Team Leadership: Provide day-to-day direction, coaching, and scheduling; manage attendance and workload balance; resolve interpersonal issues and performance concerns.
• Daily Operations: Distribute incoming work based on skill and priority; solve operational issues in real time; coordinate with Production, Logistics, Sales, Purchasing, and IT.
• Technical Order Support : Serve as first-line authority for complex order validation and feasibility checks; coordinate with CSM for margin/strategic decisions; consult QS for procedure clarifications.
• Escalations: Triage urgent customer issues; route strategic or high-impact cases to the CSM; document outcomes for learning.
• Performance & KPIs: Monitor daily KPIs and SAP/Power BI metrics; implement corrective actions; support formal reviews with documented coaching.
• Procedure Enforcement: Ensure consistent application of approved SOPs; provide feedback to QS for improvements.
• Training & Onboarding Delivery: Collaborates with the Quality Specialist to outline team training requirements for the Quality Specialist to deliver; maintain the team’s skills matrix and readiness calendar.
• Key Account Execution: Support day-to-day execution for key accounts as directed by the CSM (order status, delivery coordination, updates).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees