Job Description
Job DescriptionJob Summary:We are seeking a Customer Service Supervisor to lead and manage a team of 6-10 Account Specialists, ensuring exceptional customer service and operational efficiency. This role involves providing daily direction, monitoring performance metrics, resolving complex issues, and driving continuous improvement initiatives. The ideal candidate will be a strong leader with experience in customer service management, preferably within a manufacturing environment, and possess expertise in SAP/ERP systems.
Key Responsibilities:
- Oversee the daily activities of the Account Specialist team, ensuring high service levels for both internal and external customers.
- Monitor individual and team performance metrics weekly and monthly, identifying improvement areas and implementing corrective actions when necessary.
- Conduct monthly one-on-one meetings with Account Specialists to review performance, provide feedback, and develop personalized growth plans.
- Deliver semi-annual performance evaluations, recommend salary adjustments and bonuses, and communicate feedback effectively.
- Develop and execute training and career development programs to enhance team capabilities.
- Lead the hiring, onboarding, and coaching of new Account Specialists, ensuring a smooth transition and strong performance from the start.
- Work collaboratively with other departments to resolve critical operational issues, develop and refine departmental procedures, and maintain compliance with company policies.
Ideal Candidate:
- Local candidates are preferred due to the nature of the role.
- Strong leadership skills with experience managing a team in a customer service environment (preferably in manufacturing).
- Process-oriented mindset with the ability to analyze data, identify trends, and drive continuous improvement.
- Background in customer service management – not just sales management.
- Experience working with SAP/ERP systems.
- Bachelor’s degree preferred, or equivalent work experience.
Why Join Us?
- Opportunity to lead and develop a high-performing team.
- Work in a dynamic and customer-focused environment.
- Competitive compensation and career growth opportunities.
If you are a proactive leader with a passion for customer service and team development, we encourage you to apply!