Supervisor, Customer Service

Lonza•Walkersville, MD

2d•Onsite

About The Position

As the Customer Service Supervisor, you will lead and support a team of Customer Service Representatives (CSRs) responsible for delivering responsive, accurate, and customer-focused service. You will oversee daily operations, monitor team performance, and ensure compliance with internal procedures and quality standards while fostering a collaborative and positive work environment.

Requirements

Bachelor’s degree in business administration, Supply Chain, Communications, or a related field preferred; equivalent experience will also be considered.
Minimum of 3–5 years of experience in customer service, order management, or a related operational environment, including prior leadership or supervisory experience.
Strong leadership, coaching, and team development skills with the ability to motivate employees in a fast-paced environment.
Excellent communication and interpersonal skills with a customer-focused mindset.
Proven ability to manage escalated customer situations professionally and effectively.
Strong organizational and problem-solving abilities with exceptional attention to detail.
Experience working cross-functionally with Sales, Supply Chain, Operations, and other internal stakeholders.
Proficiency in ERP systems and Microsoft Office applications, particularly Excel and reporting tools.
Ability to prioritize multiple tasks, adapt to changing business needs, and drive results under pressure.

Nice To Haves

Knowledge of ISO standards, quality systems, or regulated industry environments is a plus.

Responsibilities

Lead, coach, and motivate a team of Customer Service Representatives to achieve operational goals and deliver exceptional customer experiences.
Oversee daily order management activities, ensuring accuracy, efficiency, and compliance with Customer Service procedures, SOPs, business requirements, and ISO 9001 standards.
Partner cross-functionally with Sales, Supply Chain, Operations, and Shared Services teams to support seamless execution of customer needs and business priorities.
Monitor team performance through KPIs and service metrics, identifying opportunities for process improvements and operational efficiencies.
Serve as the first level of escalation for complex customer concerns, including backorders, shipment delays, credit holds, and service-related issues, ensuring timely resolution and professional communication.
Review customer interactions and provide ongoing coaching, training, and development support to team members, including onboarding and performance management activities.
Drive a culture of accountability, collaboration, and continuous improvement through regular team meetings and monthly one-on-one performance discussions.
Monitor customer satisfaction trends and feedback to strengthen customer relationships and improve overall service quality.
Oversee complaint management processes, including corrective and preventive actions, credit approvals, and ensuring proper follow-up and documentation.
Prepare and present weekly and monthly operational reports, highlighting team performance, customer insights, and business trends.
Support departmental initiatives, special projects and additional responsibilities as needed, including serving as backup support in the manager’s absence.