Customer Support Supervisor

Neogen Corporation•Lincoln, NE

18h

About The Position

Come Be Part of a Mission that Matters! This role involves supervising the day-to-day activities of Customer Support Representatives (Levels I–III), ensuring consistent execution of service tasks, adherence to procedures, and high-quality customer interactions. The position focuses on providing regular feedback, coaching, and training to team members to foster skill development, professional growth, and readiness for advancement through Neogen’s CSR career pathway. It also involves tracking individual and team performance metrics, serving as the point of escalation for complex customer concerns, and managing team scheduling and workload. The role requires reviewing team activity for accuracy and compliance, collaborating with internal departments, generating performance reports, and leading or contributing to projects aimed at improving customer experience. Additionally, it includes facilitating team meetings and identifying opportunities for process enhancements.

Requirements

High school diploma or equivalent required
Minimum 3 years of experience in a customer service or support role.
At least 1–2 years of experience in a supervisory or team lead capacity, preferably in a high-volume or technical customer service environment.
Proficiency with Microsoft Office Suite (Excel, Outlook, Word, Teams) required.
Strong leadership and team-building skills, with the ability to coach and mentor individuals at varying skill levels.
Excellent verbal and written communication skills, including the ability to deliver feedback and facilitate team discussions.
Strong problem-solving and decision-making skills with the ability to analyze trends, identify root causes, and implement effective solutions.
Demonstrated ability to manage multiple tasks, priorities, and deadlines in a fast-paced environment.
Comfortable collaborating with internal stakeholders across departments to support customer outcomes and operational efficiency.

Nice To Haves

Bachelor’s degree in Business, Communications, or a related field strongly preferred.
Experience using Salesforce or a similar CRM platform strongly preferred.

Responsibilities

Supervise the day-to-day activities of Customer Support Representatives (Levels I–III), ensuring consistent execution of service tasks, adherence to procedures, and high-quality customer interactions.
Provide regular feedback, coaching, and training to team members to foster skill development, professional growth, and readiness for advancement through Neogen’s CSR career pathway.
Track individual and team performance metrics (e.g., case resolution time, error rates, customer satisfaction) to ensure service excellence and identify areas for improvement.
Serve as the point of escalation for complex or high-impact customer concerns, guiding CSRs through resolution and stepping in when needed to maintain service standards.
Assign tasks, manage scheduling and workload balancing, and ensure appropriate coverage during peak times or staff absences.
Review team activity for accuracy and compliance with internal systems (e.g., Salesforce, LIMS) and quality standards; drive consistency in documentation and customer communication.
Collaborate with internal departments such as Sales, Logistics, Lab Operations, and Technical Support to ensure smooth resolution of issues that span multiple teams.
Generate regular reports on team performance, case trends, customer feedback, and service metrics; present insights and recommendations to leadership to support strategic decisions.
Lead or contribute to special projects aimed at improving customer experience, optimizing workflows, supporting new product rollouts, or implementing service enhancements.
Facilitate regular team meetings and huddles to share updates, reinforce policies, discuss challenges, and celebrate achievements.
Identify opportunities for process enhancements based on customer feedback, recurring issues, or internal system inefficiencies, and work with leadership to implement changes.
Other duties as assigned by the manager.