Job Description
Job DescriptionDescription:
The Customer Service Supervisor is responsible for leading and mentoring a team of customer service representatives, ensuring timely and accurate handling of customer orders, inquiries, and communications. This role is critical to delivering a best-in-class customer experience and supporting Polygon’s commercial strategy through seamless internal coordination, efficient process management, and proactive service. This position requires a hands-on leader who thrives in a dynamic manufacturing environment, collaborates effectively across teams, and balances daily execution with strategic thinking.
Requirements:
Duties & Responsibilities
- Lead day-to-day operations of the customer service team, ensuring timely, accurate, and professional customer interactions.
- Monitor order processing, status updates, and follow-through to meet or exceed customer expectations.
- Serve as a primary escalation point for complex orders or service issues, working cross-functionally with Sales, Engineering, and Production.
- Implement and improve customer service processes, systems, and reporting tools (e.g., Syteline/ERP and Salesforce/CRM) to enhance accuracy and efficiency.
- Coach, mentor, and develop CSR team members through regular feedback, training, and performance evaluations.
- Support key account management by maintaining consistent communication and alignment with Sales.
- Analyze customer feedback and service metrics to identify trends and drive continuous improvement initiatives.
- Ensure documentation, SOPs, and workflows are accurate and up to date.
- Perform additional duties as assigned.
- Commitment to uphold Polygon’s Core Values: Customer Committed – Customer Centered, Excellence, Pride & Passion in Our Work, Integrity Without Compromise, Care for Our Community.
Education & Training
- Associate’s or Bachelor’s degree in Business, Communications, Supply Chain, or related field (or equivalent experience).
Knowledge & Experience
- 3+ years’ experience in a customer service role, preferably in a B2B or manufacturing environment.
- 1-2 years’ experience in leadership (team lead or supervisory capacity).
- Experience with ERP and CRM systems; familiarity with Epicor is a plus.
Skills & Abilities
- Strong problem-solving, organizational, and communication skills.
- Customer-first mindset with a commitment to accuracy and responsiveness.
- Ability to work cross-functionally and adapt to evolving priorities.
- Ability to thrive in growth goal environment and shift priorities to meet the needs of the organization.
- Articulate, strong people skills, collaborative, and personable.
- Initiative-taking, ability to self-manage projects, high level of organization, ability to overcome obstacles.
- Openness to experimenting with new and undiscovered methods that have a positive impact on results; challenging the status quo for the sake of continuous improvement.
- Continue to develop extensive knowledge of the function and department processes.
- Research and analytical skills.
- Enthusiasm and sincerity.
- Ability to lift/carry up to 10 lbs.
Working Conditions
The physical demands are representative of those that must be met by an associate to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, associate is regularly required to sit, stand, stoop, climb, walk, use hands, talk, and hear for a minimum of eight (8) hours per day.
Hours/Shifts: Varies depending on customer needs.
Preference will be given to internal candidates.