Customer Service Supervisor

Customer Service Supervisor

PLZ is committed to product stewardship and innovation, strong ethical standards, sustainable operations and most importantly, the development of our people. Whether at our manufacturing facilities or corporate headquarters, PLZ prioritizes health and safety, and offers you the support you need to create the career you want, through engagement, equity and inclusion, and opportunity.

From household cleaning solutions to personal care products, and food to automotive lubricants, PLZ produces more than 2,500 different aerosol and liquid products in our facilities across the continent. We know that being the partner of choice for our clients starts with being the partner of choice for our employees.

The Customer Service Supervisor – This position is responsible for leading a team of 3-5 customer service account analysts. The supervisor provides day-to-day leadership, develops team capabilities, drives continuous improvement, and ensures customers receive timely, accurate, and professional support while meeting company objectives for safety, quality, delivery, and cost.

Key Responsibilities:

• Lead, coach, and develop a team of customer service representatives.
• Establish performance expectations and provide regular feedback.
• Conduct training, onboarding, and cross-training activities.
• Monitor workload distribution and staffing coverage.
• Foster a collaborative, customer-focused team culture.
• Serve as escalation point for complex customer issues.
• Oversee order entry, order maintenance, and order fulfillment activities.
• Ensure customer inquiries are resolved promptly and professionally.
• Monitor open orders, back orders, delivery issues, and customer requests.
• Drive consistent execution of customer service processes and procedures.
• Manage customer portals, EDI transactions, and customer-specific requirements.
• Support food industry customers with documentation requirements, including COA's, specifications, and compliance-related information.
• Coordinate activities related to food customer launches, promotions, and new product introductions.
• Ensure compliance with customer expectations and food industry requirements.
• Partner with Regulatory, Quality, and Operations teams to resolve customer concerns.
• Monitor and improve key performance indicators including: OTIF, Order Accuracy, Customer Response Time, Customer Complaints, Credits and Debits, Backorder Performance.
• Analyze trends and implement corrective actions to improve service levels.
• Prepare and communicate performance reports to leadership.
• Collaborate with Sales, Planning, Production, Material Planning, Logistics, Quality, and Finance.
• Participate in customer meetings, project reviews, and escalation discussions.
• Ensure alignment of customer commitments with operational capabilities.
• Identify opportunities to improve efficiency, accuracy, and customer satisfaction.
• Competent in leadership, customer focus, problem-solving, coaching, decision-making, conflict resolution, communication skills, accountability, and cross-functional collaboration.
• Lead customer service process improvement initiatives.
• Support SAP and customer service enhancements.
• Develop and maintain standard operating procedures and training materials.
• Achieve and maintain in-depth working knowledge of product uses and functions.
• Will maintain a small number of top customer accounts as primary contact concerning acceptance of orders and confirmation of production dates, quantities, products, shipments and pricing.

Qualifications:

• Bachelor's degree in Business, Supply Chain, Operations, or related field preferred.
• Equivalent combination of education and experience in manufacturing field may be considered.
• 5+ years' customer service experience in manufacturing.
• 2+ years supervisory or team leadership experience preferred.
• Experience supporting food industry customers preferred.
• Experience in aerosol manufacturing, CPG, chemical, or food manufacturing environments is strongly preferred.
• SAP/ERP experience required
• Experience with EDI systems and customer portals.
• Ability to analyze performance metrics and operational data.
• Must demonstrate proficiency in Windows, Excel, Outlook and other MS Office applications.

Compensation:

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $68,000/year in our lowest geographic market up to $72,000/year in our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience. Dependent on the position offered, other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

PLZ Corp offers a robust suite of benefits including: Medical, Dental & Vision benefits. Company paid for Life and Short-Term disability. Voluntary benefits include additional life, disability, and hospital/accident insurance. 401k & company provided match. Paid Time Off. Bonus incentive programs (Note, bonuses are subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.