Customer Service Supervisor

Job Purpose

This leadership role is responsible for driving exceptional customer service through strategic team leadership, data-driven decision-making, and cross-functional collaboration. The position leads a team focused on providing timely and accurate customer communication, identifying tools and processes that enhance customer insights, analyzing trends to understand customer preferences, and making recommendations that support forecasting, product classification, and inventory reduction initiatives. Working closely within a matrix organization and partnering with sales leadership, this role develops and executes strategies that improve the customer experience while maintaining a strong understanding of company products and services. The successful candidate will be a strategic thinker with outstanding communication and problem-solving skills, capable of adapting to changing priorities and leading through uncertainty. Additionally, this role is responsible for evaluating team performance, identifying development opportunities, supporting employee growth, managing performance and salary planning processes, and assisting with recruiting, interviewing, and hiring talent for the Customer Service team.

Job Description

• Provide leadership to customer service personnel across all product lines for policies and procedures
• Manage the daily workload for the Customer Service department
• Troubleshoot and conduct necessary testing in business system (SAP)
• Perform Salary Planning and Performance Reviews for all associates reporting directly to this position
• Assist with the maintenance of pricing tables for all product lines within Fluid Control.
• Approve debits, credits, customer returns
• Assist with the development of performance metrics for Customer Service department
• Assist direct reports with problem resolution in all aspects of customer service.
• Identification of gaps and development of personnel
• Attains and distributes information on customers, competitors and market health.
• Builds close relationships with customers, the sales team and internal supporters of the customer experience.
• Develop performance metrics for all customer service departments.
• Develops a culture that attracts and retains good people that are valuable to the long-term goals of FMC.
• Provide leadership to entry level inside sales personnel
• Maintain documentation required for Sarbanes Oxley compliance in Customer Service
• Analyze trends to remain current on customer preferences and make recommendations to forecasts and classification changes

You are meant for this job if:

• BBA/BS degree required
• Prior experience in customer service environment
• High energy; high stamina, self-motivated, dependable, and positive attitude
• Excellent listening, oral and written communication skills
• Commitment to teamwork, cooperation and collaboration
• Demonstrated initiative
• Commitment to customer satisfaction
• Strong organization and time management skills
• Strong attention to detail
• Ability to manage multiple, competing priorities
• Ability to energize and motivate others
• Proven interpersonal skills
• Approachable, responsive and timely
• Strong leadership and managerial skills
• Experience with Microsoft office products such as Word, Excel, PowerPoint and Outlook
• Valid Passport and Driver's License.

WORK ENVIRONMENT: Fast paced environment. Spends 80% of time in an office environment although 20% travel to customer locations is required. Some exposure to high noise, machinery and possible hazards when visiting plant.

PHYSICAL DEMANDS: Frequent sitting, typing, talking, walking, bending, stooping, climbing and infrequent lifting up to 50 lbs. will be required.