Customer Service Supervisor

Customer Service Supervisor

The Customer Service Supervisor leads a team of customer service professionals responsible for delivering exceptional customer support and order management services. This role combines people leadership, operational oversight, and continuous improvement to ensure service level expectations are met, customer issues are resolved effectively, and business processes operate efficiently. The ideal candidate is a hands-on leader who develops talent, leverages performance metrics to drive results, and partners across the organization to enhance the customer experience and support company growth.

Responsibilities:

• Coordinate scheduling and daily workflow of a team of CSRs.
• Review and approve timecards and time off requests and monitor employee attendance in accordance with company policies.
• Train new customer service representatives.
• Coordinate cross training and backup coverage.
• Manage team performance KPIs, identifying areas for improvement and implementing corrective actions when necessary.
• Hold bi-weekly one-on-one check-in meetings with customer service representatives.
• Write and deliver annual performance reviews for customer service representatives.
• Ensure all orders are processed within 24 hours of receipt.
• Ensure all orders are released to WMS 3 days before the requested ship date.
• Monitor sales order bookmarks in OMS.
• Review Open Order Refresh Report – Submitted Orders + Scheduled Y/N
• Run Open Order Report daily, review and resolve issues with customer service representatives.
• Review past due orders and follow up with shipping team.
• Review completed Open Order Reports and EOD emails to ensure they were completed accurately.
• Ensure all internal emails with production planning and allocation are replied to within 24 hours.
• Ensure all customer inquiries are replied to within 24 hours.
• Monitor and ensure all emails sent by the team are followed up on appropriately and in a timely manner.
• Consistently manage and respond to emails, requests, and inquiries from internal and external contacts, serving as a point of contact for escalations, issue resolution, and clarification of processes or expectations.
• Review customer requirements and work with outside departments to ensure compliance.
• Document and maintain standard operating procedures for all processes.
• Maintain Customer Information OneNote for all customers.
• Identify training needs and coordinate development opportunities for team members.
• Continuously identify opportunities to improve workflows, systems, or processes for greater efficiency.
• Track and document all escalations, resolutions, and follow-ups to ensure accountability and continuous improvement.
• Provide day-to-day leadership, coaching, accountability, and development for assigned customer service representatives, ensuring individual and team performance expectations are achieved.

Requirements

• High school diploma or GED.
• 5+ years of relevant customer service experience with an emphasis in order processing/order management.
• 2+ years of experience in a supervisory role preferred but not required.
• Working knowledge of Microsoft Office Suite; Outlook, Excel, Word, PowerPoint and Access and web-based applications.
• Experience working with an order management software and ERP system.
• Prior experience in performance management, writing, and presenting annual performance reviews preferred but not required.
• Excellent written and verbal communication skills, with the ability to effectively and persuasively communicate both internally and externally.
• Strong work ethic with a "never-settle" attitude
• Ability to engage, inspire and motivate team towards achieving individual and company-wide goals
• Service oriented with exceptional interpersonal and leadership skills.
• Multi-task effectively while maintaining professionalism in high-pressure situations
• Demonstrate sound judgment and decision-making skills with a results-oriented approach
• Leadership and team building skills, with the ability to facilitate high team morale.
• Strong problem-solving skills with the ability to identify and analyze complex problems, to develop, evaluate options, and implement solutions.
• Excellent organizational skills with the ability to prioritize and multitask effectively.
• Ability to hold your team accountable to deliver individual and departmental results
• Ability to deliver timely, constructive feedback and recognize achievements to drive continuous improvement.
• Ability to identify team needs and ensure access to necessary training, tools, and resources.
• Demonstrate strong attention to detail
• Self-starter with high energy
• Lead by example attitude, consistently modeling the behaviors and standards expected from the team.

Pay and Benefits: US$26.00 - US$30.00 Hourly Final compensation offered will be determined based on a number of job-related factors, including the candidate's skills, experience, and qualifications. Employees in this role are eligible to participate in the company's benefits program, which includes medical, dental, and vision insurance, 401(k) with company matching, accrued vacation, floating holidays, and designated company holidays.

Life at Bradshaw Home: At Bradshaw Home, we're proud of our culture of collaboration, growth, and innovation. Recognized as a Great Place to Work®, we believe in supporting our people just as much as we support our customers. Want to see more of what it's like to be part of our team?

• Explore our Great Place To Work® profile
• Learn more on The Muse

Bradshaw Home is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, veteran status, or any other characteristic protected by applicable law.