Customer Service Supervisor

Since 1948, Follett Products, LLC, has led the industry in designing and manufacturing high-quality, innovative ice storage bins, ice storage and transport systems, ice machines, ice and water dispensers, ice and beverage dispensers, and medical-grade refrigerators and freezers for the food service and healthcare industries.

Follett currently has an opportunity for a Customer Service Supervisor to join our Team!

Our benefits package includes medical, dental, and vision insurance; paid time off; paid holidays; retirement plan with company match, bonus opportunity, and much more.

The Customer Service Supervisor is responsible for daily operations of the Customer Service team, ensuring exceptional service delivery, streamlining workflow, and effective cross-departmental collaboration. This role supervises a team of representatives, approves payroll and time entry, conducts regular one-on-one meetings, and leads team meetings to drive alignment and performance. The supervisor plays a key role in identifying and implementing continuous improvement opportunities and changing management initiatives, including supporting the transition to the new ERP (Infor CSI), by ensuring team readiness and smooth adoption.

Essential Functions: 

Team Leadership & Development

· Supervise, coach, and develop the (Parts) (Customer Service team), fostering a high-performance, customer-focused culture.

· Conduct regular one-on-one meetings to review performance, provide feedback, and support professional growth.

· Approve and manage employee timecards, PTO, and other personnel-related tasks in Paylocity.

· Lead weekly team meetings to communicate updates, recognize achievements, and reinforce company goals.

Operational Excellence

· Monitor and review performance metrics and agent statistics

· Identifying trends, discrepancies, and areas for improvement.

· Ensure accurate and timely handling of customer inquiries, parts orders, and service requests.

· Collaborate with Sales to enhance customer engagement, streamline communication, and resolve escalations.

· Partner with the Marketing teams to keep the service team informed of new promotions, product changes, and customer-facing updates.

Cross-Functional Collaboration & Communication

· Work closely with internal departments: including Sales, Marketing, Supply Chain and Operations, to ensure alignment and efficiency across customer service processes.

· Serve as a liaison between the service team and other business units, sharing insights and feedback and insights to drive continuous improvement in overall customer experience.

Change Management & Process Improvement

· Support and lead the service team through organizational and systems changes, including the transition to CSI.

· Identify process inefficiencies and implement improvements to optimize team workflow and customer satisfaction.

· Contribute to the development and ongoing refinement of training materials and standard operating procedures (SOPs).

Supervisory Requirements:

· Will supervise a team of up to 10 employees.

· High school diploma or GED required.

· 5+ years of Customer Service experience required.

· Previous supervisory or management experience preferred.

· Proven ability to lead team and delegate.

· Proficient in conflict resolution and decision-making.

· Excellent verbal and written communication.

· Ability to adapt and maintain professionalism under pressure.

· Experience with ERP system preferred (Avante, CSI/Syte-Line).

Working Conditions/Physical Requirements:

· Ability to work in office.

· Extended periods of sitting/standing.

· Regular use of hands and fingers to type on keyboard, operate computer mouse, use of 

telephone and various office equipment. 

· Extended periods of viewing computer monitor.

· Noise level in work environment: low

· Occasional lifting of up to 10 pounds.

Travel Requirements: 

· None

If you meet the position’s qualifications and are looking for an exciting and challenging career with growth opportunities, then Follett is the place for you. Follett Products, LLC is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants.