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

• Associate's or Bachelor's 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.