Job Description
Job DescriptionDescription:
Job Description
The Customer Solutions Supervisor is responsible for leading the customer solutions team in their focus on improving the quality of customer interactions and ensuring timely delivery of service. This role leverages Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems to streamline processes, enhance communication, and continuously improve response times.
Requirements:
General Responsibilities
· Lead the day-to-day operations of the Customer Solutions team to ensure timely, professional resolution of customer needs and issues.
· Oversee daily task assignments for each team member, including purchase order entry, new account setups, quotes, order statuses, warranties, returns, and resolutions.
· Collaborate with Logistics and Sales to proactively manage lead times, backorders, and order fulfillment challenges.
· Serve as the escalation point for complex customer interactions and internal process challenges.
· Utilize ERP and CRM systems to streamline workflows and maintain accurate records.
· Balance supervisory responsibilities with hands-on support during peak periods, including answering phones and responding to tickets.
· Establish and maintain standard operating procedures, customer profiles, training materials, and communication guidelines to ensure consistent service delivery.
· Set and manage on key performance indicators (KPIs) such as ticket response time, phone coverage, and customer satisfaction.
· Develop the team through coaching, performance evaluations, and training, while fostering a culture of service excellence and teamwork.
· Ensure communication with customers and internal stakeholders reflects professionalism, positivity, and a solutions-oriented mindset.
· Conduct regular team meetings to discuss challenges and implement solutions.
· Manage staff hours, phone coverage, time-off requests, attendance, and overtime to ensure adequate coverage and balance of workload.
· Perform additional duties and responsibilities as assigned by management to support departmental and organizational objectives.
Skills & Qualifications
· Excellent organizational and leadership skills.
· Concise and professional communication skills when dealing with customers and colleagues.
· Strong problem-solving abilities and customer-centered approach.
· Bilingual in English and Spanish is a plus.
Education & Experience
· Bachelor’s degree in Business Administration, Communication, or a related field.
· 5+ years of experience as a customer service lead or similar leadership role in a customer-focused industry. Order processing experience preferred.
· Strong proficiency with ERP and CRM systems.
o Microsoft D365 and HubSpot experience are preferred.
· Proficient in Microsoft 365 suite of products.
Physical Demands
· This position is working mainly in an office environment and may require long periods of sitting and working on a computer.
· The ability to lift a minimum of 15 pounds is required.