Customer Service Supervisor I - 1st Shift

Description

SUMMARY

Manages customer service staff to ensure a 5-Star Customer Service experience is received by all customers. Plans, coordinates and controls the activities of the customer service team to maintain and enhance customer service relationships and meet organizational and operational objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Trains, hires and manages the customer service team with various experience levels, ensuring customers have a satisfactory experience whether by phone, email or other methods in a timely manner.
• Leads team to address complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation and offers solutions to upper management in a monthly report.
• Handles complex and escalated customer service issues.
• Reviews transactions daily to ensure proper billing of reported errors.
• Identifies and implements strategies to improve quality of service, productivity and profitability.
• Tests and troubleshoots all current and future computer programs and applications that impact customer service and customers.
• Manages the customer service team, ensuring productivity standards are met.
• Supports both inside sales teams by assisting where needed and executing tasks as directed by the Inside Sales Manager.
• Supports positive employee relations, fair treatment and respect in all aspects of interaction with employees; address employee concerns/requests in a timely and caring manner; insures all employees and ideas are respected and valued, and their unique and diverse perspectives are leveraged to improve business results.
• Complies with safety and GMP requirements.

SAFETY RESPONSIBILITY STATEMENT

Supports a culture of safety; follows all workplace health and safety procedures. Responsible for safety performance in respective area. Ensures the implementation of, adherence to, and enforcement of workplace health and safety requirements. Ensures activities are completed to promote and enforce safe behaviors by supervisors and employees. Ensures injury prevention efforts are effectively implemented. Fulfills responsibilities as outlined in the company safety management plan.

Requirements

SUPERVISORY RESPONSIBILITIES

Directly supervises Customer Service representatives. Carries out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems, and consistently following and enforcing company policies.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B.A.) or equivalent; and three to five years’ related experience and/or training; or equivalent combination of education and experience. Supervisory experience required.

LANGUAGE SKILLS

Ability to read and interpret documents. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community and to effectively present information to others.

OTHER SKILLS AND ABILITIES

Excellent time management, attention to detail, verbal and written communication skills, listening, decision-making, presentation and organizations skills required. Excellent computer skills required, including Microsoft Word and Excel skills; CRM knowledge preferred. Excellent people-development skills needed, including coaching, team-building and training skills. Ability to operate under deadlines.

MATHEMATICAL SKILLS

Ability to perform basic math functions of addition, subtraction, multiplication and division. Ability to calculate figures and amounts such as discounts, and percentages.

REASONING ABILITY

This manager is expected to have good business sense, make logical decisions for the company and customers, and provide solutions to ongoing problems.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to communicate with customers using the telephone and email. The employee is frequently required to use the telephone and computer and to regularly sit at a stationary desk. Specific vision abilities required by this job include close vision and color vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. The work is done in a typical office environment.

UPDATED 10/2026