Customer Service Supervisor

The Weekday Customer Service Supervisor is a key operational leadership role responsible for overseeing weekday customer service and logistics operations for the Generac Dedicated Account. This position ensures exceptional customer service, operational efficiency, compliance with DOT regulations, and alignment with company performance standards.

This leader will directly supervise weekday customer service staff, all yard spotters, and serve as a point of contact for resolving customer concerns, operational challenges, and service issues. The role requires strong leadership, advanced problem-solving capabilities, and a commitment to continuous improvement.

In addition to on-site responsibilities in Janesville, this position requires approximately 25% travel to other Generac facilities to collaborate with Customer Service Representatives (CSRs), support local teams, standardize best practices, strengthen customer relationships, and ensure consistency across all service locations.

The ideal candidate is a proactive, detail-oriented leader who thrives in a fast-paced logistics environment and can effectively balance customer service excellence with operational performance.

Key Responsibilities

Operational Leadership

• Supervise and manage weekday operations for the Generac Dedicated Account to ensure service excellence, productivity, compliance, and operational efficiency.
• Lead, coach, and develop weekday customer service and logistics staff to maintain high-quality service standards and achieve performance goals.
• Monitor daily workflows to ensure proper procedures, deadlines, and quality expectations are consistently met.
• Identify operational inefficiencies and implement corrective actions to improve productivity, customer satisfaction, and service delivery.
• Collaborate with the Director of Operations, Operations Managers, Weekend Supervisor, and customer stakeholders to address issues related to equipment, staffing, scheduling, and service performance.

Customer Service Excellence

• Ensure prompt, accurate, and professional resolution of customer inquiries, concerns, and operational issues.
• Develop and implement continuous service improvement plans to enhance customer satisfaction and account performance.
• Maintain strong customer relationships through regular communication and proactive problem resolution.

Multi-Site Support & Travel

• Travel approximately 25% to various Generac and affiliated operational locations to:
• Partner with local CSR teams
• Evaluate operational processes
• Provide leadership support and training
• Ensure consistent customer service standards
• Share best practices across locations
• Strengthen communication and operational alignment between sites

Employee Development

• Partner with leadership to create and maintain development plans for both new and current employees.
• Conduct quarterly talent and performance reviews with the Director of Operations.
• Foster a culture of accountability, teamwork, and continuous professional development.

Compliance & Performance Management

• Ensure all operations remain compliant with DOT regulations and company policies.
• Support driver retention initiatives by working closely with operations teams to enhance driver engagement and satisfaction.

Required Qualifications

• Minimum of 5 years of customer service experience, preferably within transportation, logistics, or supply chain operations
• Minimum of 1 year of leadership or supervisory experience
• Strong knowledge of DOT compliance, transportation regulations, and logistics operations
• Advanced problem-solving and troubleshooting abilities
• Excellent verbal and written communication skills
• Strong leadership, coaching, and employee development capabilities
• Proficiency in Microsoft Office Suite, particularly Excel, Word, and reporting tools
• Ability to travel approximately 25% as needed
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Ability / willingness to step in and backfill CSR opening due to vacation, sickness, open position, etc.

Benefits:

• 
  Dental insuranc
• eHealth insuranc
• eVision insuranc