Customer Service Supervisor

Customer Service Supervisor

We're looking for a Customer Service Supervisor to lead our team in delivering exceptional service and seamless order management. You'll oversee daily operations and guide team members to success—all while fostering strong relationships with customers and partners. If you thrive in a fast-paced environment and excel at leading others, this role is for you.

Responsibilities

• Promote a positive customer service mindset throughout the team.
• Oversee the end-to-end order process, ensuring orders are submitted accurately and on time.
• Manage customer service-related meetings, including management review.
• Respond to customer inquiries via phone, text, and email in a timely and professional manner.
• Oversee daily workflow and assist in strategic team management.
• Implement and execute policies and procedures for quality customer service.
• Develop and maintain professional relationships with customers, partners, and vendors.
• Monitor individual and team performance, providing constructive feedback, guidance, and coaching.
• Support management and implementation of new projects, systems, and process improvements
• Assist Customer Service Manager with complex customer service concerns.
• Maintain a working knowledge of FDA 21 CFR 1271, FDA 21 CFR 820, AATB standards, ISO Standards, cGMP/CGTP, other relevant regulations/standards, and internal organizational policies and standard operating procedures.
• Manage direct reports.
• Start job responsibilities punctually and ensure consistent presence throughout the entire shift to complete responsibilities properly and attend all scheduled meetings and appointments.
• Flexibility to work outside of normal business hours during weekdays or weekends, as necessary, to meet operational needs and ensure business continuity.
• Perform other duties as assigned.

Skills

• Strong leadership and management abilities.
• Excellent interpersonal, customer service, and communication skills.
• Strong organizational skills and attention to detail.
• Analytical mindset with problem-solving skills.
• Ability to delegate tasks effectively.
• Proficiency in Microsoft Office, with advanced Excel preferred.
• Ability to work independently and collaboratively in a team environment.
• Highest level of ethics and integrity.
• Ability to lead and motivate the right behaviors.
• Ability to multi-task and work in a fast-paced environment.
• Strong project management.

Qualifications/Requirements

• High school diploma or equivalent required.
• At least 2 years of experience in leadership, supervision, advanced customer service leadership, or related field required.
• At least 1 year of experience in customer service or related field required.
• Clearance of favorable background investigation required.