Customer Support Supervisor

Pella Windows & Doors•Auburn Hills, MI

21h•Hybrid

About The Position

We're seeking a motivated and people-focused Customer Support Supervisor to lead our customer support and order fulfillment operations in Auburn Hills, Michigan. This is an excellent opportunity for a proven leader who thrives on developing teams, driving accountability, improving processes, and delivering an exceptional customer experience. The ideal candidate is a strong communicator with a passion for coaching and mentoring others. We're looking for someone known for their consistency, follow-through, and ability to hold themselves and their team accountable while building trust and engagement. This role offers significant visibility within the organization and tremendous opportunity for long-term career growth.

Requirements

Strong leadership experience managing, coaching, and developing employees.
Demonstrated success creating accountability and driving team performance.
Excellent organizational skills with strong attention to detail and follow-through.
Ability to remain calm and make sound decisions in urgent customer situations.
Strong problem-solving and analytical capabilities.
Ability to build trust and credibility with employees, customers, and business partners.
Effective verbal and written communication skills.
Comfortable navigating change and leading process improvement initiatives.
Strong customer service mindset with a commitment to excellence.
Proficiency with Microsoft Office and the ability to learn internal systems and applications.
Ability to interpret operational and financial performance data.
Bachelor's degree preferred; equivalent combination of education and relevant experience will be considered.
3-5 years of related leadership, customer support, operations, order fulfillment, logistics, or service management experience.
Experience supervising employees and managing performance in a customer-focused environment.
Ability to work flexible hours, including occasional evenings and weekends, as business needs require.

Responsibilities

Lead, coach, and develop a team of non-exempt employees, including hiring, onboarding, performance management, training, development planning, scheduling, payroll reporting, and employee engagement.
Foster a culture of accountability, professionalism, consistency, and customer focus.
Ensure customer orders, service requests, project coordination, delivery activities, and support functions are executed accurately and efficiently.
Drive customer satisfaction by creating experiences that exceed expectations in responsiveness, professionalism, and ease of doing business.
Monitor and deliver department-specific performance metrics and operational goals.
Analyze operational and customer data to identify trends, opportunities, and future business needs.
Assist in the development and implementation of processes, policies, and procedures that improve operational effectiveness and customer satisfaction.
Lead and support continuous improvement initiatives across all areas of responsibility.
Identify and implement technologies and tools that improve workflow efficiency and customer service outcomes.
Partner with branch sales teams, customers, vendors, and internal departments to ensure seamless communication and execution.
Assist with budgeting activities and cost-center planning.
Participate in company safety initiatives, audits, reporting, and policy implementation as needed.
Support inventory planning, physical inventory activities, reporting, and operational accuracy.