This role Customer Service Supervisor is responsible for leading the Customer Service team and ensuring the delivery of exceptional service to customers while supporting efficient supply chain operations. This role oversees customer order management, invoicing, dispatch coordination, and transportation activities, while partnering closely with Sales, Production, Warehouse, Supply Chain, and Finance teams. The Customer Service Supervisor drives operational excellence through team development, process improvement, cross-functional collaboration, and a strong commitment to customer satisfaction.
Responsibilities
- Lead, coach, and develop the Customer Service team while fostering a customer-focused culture.
- Oversee customer order processing, invoicing, dispatch coordination, and transportation activities to ensure accuracy and timeliness.
- Serve as the primary escalation point for customer inquiries, concerns, and service issues.
- Coordinate with internal teams and external logistics providers to ensure seamless order fulfillment and delivery.
- Monitor service levels, operational performance, and workload distribution to meet business objectives.
- Maintain accurate customer records, pricing information, and operational documentation.
- Develop and improve standard operating procedures, processes, and reporting to drive efficiency and consistency.
Support business continuity through cross-training, knowledge sharing, and proactive risk management.
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Qualifications
- 3+ years of experience in customer service, supply chain, logistics, or a related operational environment.
- Previous supervisory or team leadership experience with a demonstrated ability to coach and develop employees.
- Strong customer relationship management and problem-solving skills.
- Experience coordinating order fulfillment, transportation, or logistics activities.
- Excellent verbal and written communication skills with the ability to build effective relationships across all levels of the organization.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency with ERP systems, Microsoft Office applications, and customer service tools.
- Continuous improvement mindset with experience identifying and implementing process enhancements.
