Supervisor, Customer Service

Veralto Global•Loveland, CO

11d•$92,000 - $102,000•Onsite

About The Position

This position is responsible for leading a diverse team of Customer Service Representatives while driving operational excellence, employee engagement, customer satisfaction, and continuous improvement. The role plays a key part in achieving departmental performance goals, supporting team development, and ensuring the delivery of world-class customer support and service. This position is part of the Customer Service organization and will be located onsite in Loveland, Colorado.

Requirements

Bachelor’s degree preferred.
Minimum 5 years of customer service experience demonstrating progressive responsibility.
Previous supervisory, team lead, or people leadership experience preferred.
Proven ability and proficiency with order entry and order management processes.
Experience managing customer escalations and resolving complex customer issues.
Ability to think through advanced customer service concerns and make sound business decisions.
Strong organizational, communication, analytical, and time management skills.
Experience working with Order Management systems such as Oracle, Salesforce (SFDC), Noetix, Cisco, ADP, contact center technologies, or similar platforms.

Nice To Haves

Experience leading customer service, customer support, customer care, or customer operations teams.
Experience supporting continuous improvement, operational excellence, or process optimization initiatives.
Experience managing service metrics, team performance metrics, and customer satisfaction KPIs.
Experience working within manufacturing, industrial, healthcare, life sciences, or other B2B environments.

Responsibilities

Lead, coach, and develop a team of Customer Service Representatives to achieve service, quality, productivity, and engagement goals.
Manage day-to-day team performance through hiring, onboarding, training, coaching, performance reviews, and performance management activities.
Partner with leadership to execute departmental objectives and support strategic initiatives.
Monitor operational metrics and KPIs to identify trends, performance gaps, and improvement opportunities.
Drive productivity, service quality, and revenue opportunities by coaching the team on customer engagement, promotional programs, and cross-sell/up-sell best practices.
Lead problem-solving initiatives and implement corrective actions to address operational and performance challenges.
Identify and drive continuous improvement initiatives that enhance customer experience, operational efficiency, and team effectiveness.
Serve as an escalation point for complex customer situations and make sound customer-related decisions that balance customer satisfaction with business objectives.
Review team engagement results, identify improvement opportunities, and lead action plans that strengthen employee experience and team effectiveness.
Ensure adherence to established processes, policies, SOPs, and quality standards.
Build strong cross-functional partnerships and collaborate effectively across the organization to support business objectives.
Champion the Veralto Enterprise System (VES) culture by fostering accountability, collaboration, engagement, and continuous improvement.
Ensure long-term customer relationships through professional customer service practices and strong customer advocacy.