Customer Service Supervisor

Responsibilities

• Foster accountability within the team and ensure that all EDI error corrections, Customer Service hold follow-ups, and backorder management activities are completed daily.
• Motivate and engage the team to achieve departmental KPIs and established service level objectives.
• Evaluate and manage team performance against defined goals and performance metrics.
• Identify key customer accounts and organize regular business reviews to develop and maintain outstanding customer relationships.
• Act as the second level of escalation, ensuring customer issues are addressed promptly, effectively, and brought to resolution.
• Ensure customer accounts are distributed fairly across the team to maintain high customer satisfaction and business continuity.
• Continuously assess departmental resource requirements and provide recommendations for improvement.
• Serve as the Salesforce.com champion and subject matter expert for the team.
• Ensure employee schedules and absences are properly recorded and maintained.
• Conduct regular team meetings to discuss challenges, share updates, and implement continuous improvements.
• Collaborate with departments that interact with Customer Service to ensure effective communication, strong cross-functional partnerships, and optimized shared processes.
• Work closely with the Customer Service Trainer to strengthen team capabilities and support employee development.
• Approve return material authorization (RMA) requests and invoices submitted by members of the team.
• Provide assistance and support to colleagues as needed.
• Participate in strategic Customer Operations meetings.
• Maintain in-depth knowledge of Customer Service processes and procedures while driving continuous process improvement initiatives.
• Perform other duties as assigned.

Qualifications