Supervisor, Customer Service

Supervisor, Customer Service

Location: This position is based in our Walkersville, MD office. The typical work schedule is Monday through Friday, 8:00 AM5:00 PM EST.

The full-time base annual salary for this position is expected to range between $74,000 to $118,000. In addition, below you will find a comprehensive summary of the benefits package we offer:

• Performance-related bonus.
• Medical, dental and vision insurance.
• 401(k) matching plan.
• Life insurance, as well as short-term and long-term disability insurance.
• Employee assistance programs.
• Paid time off (PTO).

Compensation for this role will be determined by the candidate's qualifications, skills, experience, and relevant knowledge.

As the Customer Service Supervisor, you will lead and support a team of Customer Service Representatives (CSRs) responsible for delivering responsive, accurate, and customer-focused service. You will oversee daily operations, monitor team performance, and ensure compliance with internal procedures and quality standards while fostering a collaborative and positive work environment.

• Lead, coach, and motivate a team of Customer Service Representatives to achieve operational goals and deliver exceptional customer experiences.
• Oversee daily order management activities, ensuring accuracy, efficiency, and compliance with Customer Service procedures, SOPs, business requirements, and ISO 9001 standards.
• Partner cross-functionally with Sales, Supply Chain, Operations, and Shared Services teams to support seamless execution of customer needs and business priorities.
• Monitor team performance through KPIs and service metrics, identifying opportunities for process improvements and operational efficiencies.
• Serve as the first level of escalation for complex customer concerns, including backorders, shipment delays, credit holds, and service-related issues, ensuring timely resolution and professional communication.
• Review customer interactions and provide ongoing coaching, training, and development support to team members, including onboarding and performance management activities.
• Drive a culture of accountability, collaboration, and continuous improvement through regular team meetings and monthly one-on-one performance discussions.
• Monitor customer satisfaction trends and feedback to strengthen customer relationships and improve overall service quality.
• Oversee complaint management processes, including corrective and preventive actions, credit approvals, and ensuring proper follow-up and documentation.
• Prepare and present weekly and monthly operational reports, highlighting team performance, customer insights, and business trends.
• Support departmental initiatives, special projects, and additional responsibilities as needed, including serving as backup support in the manager's absence.

What we are looking for:

• Bachelor's degree in business administration, Supply Chain, Communications, or a related field preferred; equivalent experience will also be considered.
• Minimum of 35 years of experience in customer service, order management, or a related operational environment, including prior leadership or supervisory experience.
• Strong leadership, coaching, and team development skills with the ability to motivate employees in a fast-paced environment.
• Excellent communication and interpersonal skills with a customer-focused mindset.
• Proven ability to manage escalated customer situations professionally and effectively.
• Strong organizational and problem-solving abilities with exceptional attention to detail.
• Experience working cross-functionally with Sales, Supply Chain, Operations, and other internal stakeholders.
• Proficiency in ERP systems and Microsoft Office applications, particularly Excel and reporting tools.
• Ability to prioritize multiple tasks, adapt to changing business needs, and drive results under pressure.
• Knowledge of ISO standards, quality systems, or regulated industry environments is a plus.

About Lonza

At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion and Integrity reflect who we are and how we work together. Everyone's ideas, big or small, have the potential to improve millions of lives, and that's the kind of work we want you to be part of.

Innovation thrives when people from all backgrounds bring their unique perspectives to the table. At Lonza, we offer equal employment opportunities to all qualified applicants regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other characteristic protected by law. If you're ready to help turn our customers' breakthrough ideas into viable therapies, we look forward to welcoming you on board.

Ready to shape the future of life sciences? Apply now.