Customer Service Supervisor

The Customer Service Supervisor is responsible for overseeing daily operations of the customer service representatives at their assigned Branch location, ensuring exceptional service delivery by monitoring performance, coaching team members, and enforcing adherence to company policies and customer experience standards.

Requirements

• Supervise, coach, and motivate a team of customer service representatives
• Monitor call queues, phone adherence, and service levels
• Oversee CRM usage, ensuring accurate and complete documentation of customer interactions
• Collaborate with Sales, Operations, Purchasing, and Pricing teams
• Track, report, and analyze performance metrics (KPIs)
• Support conflict resolution and escalation management with key customers
• Train and onboard new team members
• Recommend process improvements
• Maintain 100% commitment to safety policies and procedures
• Build and maintain strong relationships with customers
• Support Customer Service Sales Reps by processing requests for quotes and orders
• Respond timely to Customer Corrective Action Requests

Benefits

• Competitive compensation plan
• Health Benefits: medical, dental, vision, short term and long-term disability
• 401k with company match
• Paid vacation, holidays and sick time