Supervisor, Customer Care
About The Position
MMT’s Guidewires & Abrasives Division designs and manufactures precision equipment supporting guidewire production and advanced abrasive machining applications. Our teams partner closely with customers in highly regulated industries where accuracy, responsiveness, and accountability are critical. We are seeking a Customer Care Supervisor to lead a multi-site Customer Care function supporting operations in both New Jersey and California. The Customer Care Supervisor leads daily operations of the Customer Care team supporting our Pennsauken and Ramsey, NJ sites and our Burbank, CA site. This role provides supervision, coaching, and performance management for Customer Care Representatives while serving as the escalation point for complex customer concerns. The Supervisor works cross-functionally with Sales, Engineering, Operations, and Finance across multiple locations and time zones to drive alignment, improve processes, and strengthen the overall customer experience. Location will be determined based on the selected candidate and business needs. Occasional travel to supported sites may be required.
Requirements
- 5+ years of progressive customer service experience in a manufacturing, machine tool, or industrial environment
- 2+ years of leadership or supervisory experience preferred
- Experience supporting multi-site or geographically dispersed teams strongly preferred
- Strong understanding of order processing and manufacturing workflows
- Experience with Salesforce or similar CRM platforms
- ERP experience (Epicor, Great Plains, Business Central) preferred
- Ability to interpret engineering BOMs and drawings
- Strong analytical and problem-solving skills
- Excellent communication and conflict resolution skills
Nice To Haves
- Bachelor’s degree in Business, Operations, or related field preferred; equivalent experience considered.
- Bilingual Spanish is a plus
Responsibilities
- Lead day-to-day Customer Care operations across multiple sites
- Monitor CRM queues, shared inboxes, and order workflows to ensure service standards are met
- Coach and develop team members through regular 1:1 meetings and performance feedback
- Review and manage KPIs including response time, order accuracy, backlog, RMA processing, and customer satisfaction
- Serve as escalation point for complex or sensitive customer issues
- Drive accountability for order intake, revenue support, and service performance goals
- Partner cross-functionally to resolve systemic challenges
- Support hiring, onboarding, and training of Customer Care Representatives
- Ensure accurate documentation in CRM and ERP systems
- Identify and implement process improvements
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off and company holidays
- Professional development opportunities
- Tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
