Customer Service Supervisor

Customer Service & Sales Support

• Provide exceptional customer service by phone, email, and in person.
• Process customer quotes and sales orders accurately and within a 2 hours of receipt.
• Contact customers regarding open orders and provide timely order updates.
• Research and source non-stock products through approved vendors.
• Cross-sell and recommend products and services based on customer needs.
• Resolve customer concerns professionally and escalate issues when appropriate.

Order Management & Logistics

• Process and monitor sales orders from entry through delivery.
• Coordinate with vendors regarding pricing, product availability, and purchase order status.
• Process purchase orders, receiving documentation, and Return Merchandise Authorizations (RMAs).
• Review backorder reports, communicate status updates, and identify suitable product alternatives.
• Maintain accurate product information, pricing, and part numbers within company systems.

Team Leadership

• Hire, train, mentor, and develop customer service representatives.
• Establish performance expectations and monitor key department metrics.
• Conduct regular coaching sessions and performance reviews.
• Foster a positive, collaborative, and customer-focused team culture.
• Assist with scheduling and workload distribution to ensure service levels are maintained.

Process Improvement & Administration

• Evaluate and improve customer service, order entry, shipping, and RMA processes to increase efficiency and reduce errors.
• Support branch managers by researching inventory discrepancies and unusual transactions.
• Collaborate with Sales, Purchasing, Warehouse, Accounting, and other departments to ensure timely order fulfillment.
• Complete administrative and accounting tasks as needed.
• Maintain compliance with company policies and procedures.

Qualifications

• Associates or Bachelors degree preferred.
• 3-5 years of customer service experience in an office or distribution environment.
• Previous supervisory or team leadership.
• Strong proficiency with CRM systems, ERP software, and Microsoft Office.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to multitask, prioritize, and perform effectively under pressure in a fast-paced environment.
• Demonstrated problem-solving skills, initiative, and sound judgment.
• Positive attitude with a strong commitment to customer satisfaction.