Customer Service Supervisor

Customer Service Supervisor

Openwork is currently engaged in a search to find a dedicated Customer Service Supervisor in Kennesaw, GA. In this dynamic and rewarding role, you will be responsible for leading a passionate team of customer care professionals, managing technical service support for outdoor power equipment, and driving process improvements across the department. Apply today if you meet the qualifications listed below.

In a Customer Service Supervisor job you'll be responsible for:

• Empowering and supporting team members across various roles to deliver outstanding customer care and performance.
• Fostering team morale while driving change management and process improvements.
• Overseeing relations with third-party customer care centers, including handling escalated calls, providing Illustrated Parts Lists (IPLs) and manuals, and offering SOP guidance.
• Managing third-party distributor relationships, facilitating service networks through warranty approvals, IPLs, and spare parts support for repairs.
• Developing and refining product troubleshooting procedures and warranty process SOPs.
• Creating advanced troubleshooting and repair guides for service centers, agents, and customers.
• Reviewing and updating technical documents, including Illustrated Parts Listings, owner's manuals, and product Bills of Materials (BOMs).
• Reporting ongoing product issues directly to the manufacturing team.
• Supervising spare part inventory inspections to ensure product availability and accuracy.
• Overseeing in-house product and spare parts rework operations.

What you'll need:

• Minimum of 3+ years of experience in customer service or technical service within a supervisory role (preferably in hard goods or outdoor power equipment).
• Strong verbal and written communication skills paired with a keen analytical mindset.
• Proven ability to collaborate effectively with associates, customers, third-party partners, and upper management.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Familiarity with customer service software (FreshDesk experience is a strong plus).
• Experience with operating system/ERP software (Oracle experience preferred).
• Hands-on experience or familiarity with operating lawn and garden tools/outdoor power equipment.

Perks:

• Pay Rate: $25.00 per hour.
• Position Type: Temp-to-Hire (T-H).
• Work Location: On-site office in Kennesaw, GA.
• Shift: 8:00AM - 5:00PM.
• Healthcare, vision, and dental benefits available through Openwork.