Customer Service Supervisor 2

Job Description:

SUMMARY

The Customer Service Supervisor is responsible for managing and coordinating the daily operations of the customer service team. This role ensures positive customer relationships are maintained, and customer inquiries are resolved in a timely and effective manner. The Supervisor administers and balances case workloads, monitors adherence to policies, procedures, operating structures, and information flows, and ensures service standards are consistently achieved or exceeded.

The position is responsible for monitoring customer service performance indicators, coaching and developing team members, and driving operational excellence to deliver outstanding customer experience. The Customer Service Supervisor serves as a key resource for escalated customer issues and supports continuous improvement initiatives across the contact center operation.

The successful candidate will demonstrate strong leadership, communication, and coaching abilities while fostering employee engagement and accountability to deliver exceptional customer experiences.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

30% Team Leadership & Workforce Management

Manage and coordinate the daily activities of the customer service team.

Administer and balance case volumes and workloads to ensure efficient service delivery.

Monitor productivity, staffing levels, and service levels to meet operational objectives.

Ensure policies, procedures, and operating standards are consistently followed.

Provide direction, coaching, and support to achieve departmental goals.

20% Customer Service Excellence

Ensure customer inquiries are managed in a timely, professional, and effective manner.

Maintain strong customer relationships through exceptional service delivery.

Monitor customer service metrics and performance indicators.

Address and resolve escalated customer concerns.

Promote a customer-focused culture within the team.

20% Coaching, Development & Performance Management

Conduct regular coaching sessions and performance reviews.

Identify opportunities for employee development and continuous improvement.

Develop and execute performance improvement plans as needed.

Recognize and reward strong performance.

Support employee engagement, retention, and career development.

15% Quality Assurance & Compliance

Monitor interactions to ensure compliance with company policies and service standards.

Ensure work output meets or exceeds established quality standards.

Identify trends and implement corrective actions where needed.

15% Continuous Improvement & Reporting

Analyze service metrics and operational data to identify improvement opportunities.

Recommend process enhancements to improve efficiency and customer satisfaction.

Support implementation of new initiatives and operational changes.

Partner with leadership to achieve strategic customer service objectives.

Updated Supervisory Responsibilities

This position directly supervises Customer Service Representatives and other assigned team members. Responsibilities include interviewing, hiring, onboarding, training, assigning and directing work, evaluating performance, coaching employees, rewarding and disciplining employees, addressing complaints, and resolving operational and customer issues in accordance with company policies and applicable laws.

Other responsibilities or special projects not specifically listed may also be assigned.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• Associate's degree required; Bachelor's degree preferred.
• Minimum of 6 years of customer service, contact center, or related experience.
• Minimum 2 years of people leadership or supervisory experience.
• Experience managing customer inquiries, escalations, and service performance metrics.
• Experience balancing workloads and coordinating team resources in a customer-facing environment preferred.

Preferred Experience

• Experience monitoring customer service KPIs, including service levels, quality, productivity, and customer satisfaction.
• Experience with customer relationship management (CRM), telephony, and customer service technologies.
• Demonstrated success driving customer service excellence and team performance.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies.

• Coaching & Development

Demonstrates a strong ability to develop employee capability through effective coaching, feedback, mentoring, and continuous development.

• Customer Experience Leadership

Promotes a customer-first mindset and drives behaviors that improve customer satisfaction, loyalty, and service excellence.

• Emotional Intelligence

Effectively manages challenging situations, demonstrates empathy, and builds trust with customers and employees.

• Change Agility

Successfully adapts to changing business needs and helps team members embrace organizational change.

• Data-Driven Decision Making

Uses performance metrics, quality data, and customer feedback to identify opportunities and drive improved outcomes.

• Influencing & Collaboration

Builds productive relationships across departments to resolve customer issues and achieve organizational objectives.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

• Regularly required to sit and operate standard office equipment.

Working Conditions

Professional office environment and occasional time spent in a warehouse and/or manufacturing environment. Personal Protective Equipment (PPE) must be worn in required locations including but limited to eyes, ears, foot and/or other protective devices as required.

Hours of Work

This position is expected to work primarily during normal business hours in a professional office environment. Occasional early morning, evening, or extended hours may be required to meet operational and business objectives.

Compensation Information:

The pay rate will depend on the successful candidate's qualifications and prior experience.

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.