Supervisor, Customer Service

Lennox International•Richardson, TX

About The Position

The Customer Service Supervisor is responsible for leading and developing a team of Customer Support Representatives while ensuring exceptional customer service, order management accuracy, and operational excellence. This role oversees daily customer support activities, monitors team performance, drives continuous improvement initiatives, and serves as a key liaison between Customer Support, Sales, Supply Chain, Logistics, Production, and other internal stakeholders.

Requirements

Associate's or Bachelor's degree in Business, Supply Chain, Operations, or related field preferred.
5+ years of customer service, order management, supply chain, or related experience.
2+ years of leadership, supervisory, or team lead experience.
Strong understanding of order management and customer support processes.
Experience with ERP and CRM systems (SAP, Salesforce, Oracle, etc.).
Excellent verbal and written communication skills.

Responsibilities

Supervise, coach, and develop Customer Support Representatives to ensure high levels of performance and engagement.
Conduct regular performance reviews, coaching sessions, and development planning.
Manage daily workload distribution and staffing to ensure service levels are maintained.
Monitor attendance, productivity, and adherence to departmental schedules.
Lead onboarding and training efforts for new team members.
Foster a culture of accountability, collaboration, and continuous improvement.
Serve as the primary escalation point for complex customer inquiries and complaints.
Ensure timely and professional resolution of customer issues.
Monitor customer interactions to maintain service quality standards.
Partner with Sales, Supply Chain, Logistics, and Operations to resolve customer concerns.
Drive CX experience initiatives and identify opportunities to improve the customer experience.
Oversee order processing activities to ensure accuracy in material numbers, pricing, quantities, and customer requirements.
Monitor open orders and OTIF performance, partnering with Operations to mitigate risks.
Review and approve exception requests, pricing discrepancies, and special customer accommodations.
Ensure compliance with company policies, procedures, and service standards.
Identify trends impacting order flow and implement corrective actions.
Oversee credit, return, and deduction management processes.
Ensure customer claims are resolved accurately and within established service levels.
Collaborate with Accounting, Supply Chain, and Carriers teams to reduce deductions and recurring customer issues.
Track recurring issues and implement preventive measures.
Monitor departmental KPIs including: First Contact Resolution (FCR), OTIF Performance, Order Accuracy, Average Response Time, Abandon Rate, Productivity Metrics.
Analyze trends and prepare reports for leadership review.
Develop action plans to improve performance and achieve departmental goals.
Lead continuous improvement initiatives focused on efficiency, quality, and customer experience.
Identify process gaps and implement solutions that reduce manual effort and improve accuracy.
Collaborate with Planning, Logistics, Transportation, Supply Chain, Manufacturing, Accounting, IT, and Sales teams.
Support implementation of new systems, technologies, and business processes.
Contribute to strategic initiatives supporting customer service transformation and operational excellence.
Promote company values and leadership expectations.
Assist management with workforce planning and succession planning.
Lead team meetings and communicate organizational updates.
Support departmental budgeting and resource planning activities.
Perform additional duties and special projects as assigned.
Perform other duties and tasks as assigned by the manager to support departmental and organizational goals.