Customer Service Supervisor

Lead a Team. Elevate the Customer Experience. Build Something Exceptional. Murphy Door is a rapidly growing manufacturer of innovative hidden doors, furniture, and storage solutions. We are seeking a Customer Service Supervisor to lead our post-sale customer support team and help deliver an exceptional customer experience that reflects the quality of our products and brand. This position oversees daily customer service operations, coaches team members, resolves escalated customer concerns, and ensures service goals and performance expectations are consistently met. The ideal candidate is a strong communicator, problem solver, and leader who thrives in a fast-paced environment and is passionate about developing people and improving processes. Key Responsibilities Supervise and support the daily activities of the Customer Service team. Monitor workloads, response times, and service quality. Coach, develop, and motivate team members to achieve individual and team goals. Serve as the primary escalation point for complex customer issues and complaints. Partner with Sales, Production, Shipping, and Operations teams to resolve customer concerns. Monitor and report on customer service performance metrics and trends. Ensure accurate documentation of customer interactions and case resolutions. Identify opportunities for process improvement and enhanced customer satisfaction. Assist with onboarding, training, and performance management activities. Qualifications High School Diploma or equivalent required; Associate's or Bachelor's degree preferred. Minimum of 3 years of customer service experience. Previous supervisory, lead, or team leadership experience preferred. Experience handling escalated customer concerns and conflict resolution. Strong communication, organizational, and problem-solving skills. Ability to work effectively in a collaborative, team-oriented environment. Experience with CRM or customer service software preferred. Ability to work the occasional Saturday schedule What We Offer Murphy Door offers a competitive compensation package and a comprehensive benefits program, including: Medical Insurance Vision Insurance 401(k) with company match Paid Time Off Paid Holidays Tuition Reimbursement Program Career Growth and Advancement Opportunities Ongoing Training and Development Physical Requirements Frequently sit, stand, walk, and use hands and fingers to operate office equipment. Ability to communicate effectively in person, by phone, and electronically. Ability to occasionally move throughout office and manufacturing environments. Ability to lift and carry up to 15 pounds occasionally. Ability to remain in a stationary position and work at a computer for extended periods. This position primarily works in an office environment with regular interaction with customers and team members. Equal Employment Opportunity Statement Murphy Door is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable federal, state, or local law. Employment At-Will Statement Employment with Murphy Door is at-will. This means that either the employee or the Company may terminate the employment relationship at any time, with or without notice, and with or without cause, subject to applicable law. #J-18808-Ljbffr Murphy Door