Customer Service Supervisor

Job Title: Customer Service Supervisor - Door and Millwork Manufacturing and Distribution Industry

Location Riverside , CA.

Job Type: Full-Time Non-Exempt

Experience Required: 5+ years of proven sales management in the wood door or related industry

Direct Reports: Customer Service Department

Reports to: Customer Service Manager

About us: We are a leading manufacturer and distributor of high-quality wood doors and millwork, serving the residential, commercial, and architectural markets. With a commitment to craftsmanship, innovation, and customer satisfaction, we deliver premium products that meet the highest standards in design and performance.

Job Summary:

The Customer Service Supervisor is responsible for leading and supporting the customer service team to deliver exceptional service to residential and commercial clients in the door and millwork industry. This role ensures customer satisfaction through accurate order processing, timely communication, and effective resolution of issues. The Supervisor collaborates with sales, operations, and production teams to maintain a high standard of service throughout the order lifecycle.

Key Responsibilities:

Essential Functions
• Supervise, train, and mentor a team of customer service and order entry representatives
• Monitor daily operations to ensure timely order entry, confirmations, and responses to customer inquiries
• Resolve complex customer issues and complaints with a sense of urgency and professionalism
• Act as a liaison between customers, sales teams, and operations to ensure order accuracy and timely delivery
• Review work orders, quotes, and shop drawings for completeness and accuracy before processing
• Maintain updated knowledge of product lines, specifications, and lead times specific to door and millwork offerings
• Implement and improve processes to enhance efficiency, accuracy, and customer satisfaction
• Monitor key metrics such as call volume, order accuracy, and customer satisfaction scores
• Assist with staffing, scheduling, and performance evaluations
• Ensure team compliance with company policies, procedures, and service standards
• Train, and mentor a team of customer service representatives.
• Set performance targets and conduct regular performance reviews.
• Foster a high-performance, customer-focused culture.
• Promote and deliver the company Mission Statement and Value Propositions.
• Build and maintain strong, long-lasting customer relationships with distributors.
• Create effective customer service procedures, policies, and standards.
• Ensure customer satisfaction and handle client inquiries or concerns in a timely manner.
• Identify new business opportunities and expand market presence.
• Maintain deep knowledge of wood door and millwork products, specifications, building codes, and industry standards.
• Educate customers and team members on product offerings and applications.
• Schedule continuous cross functional training to your entire team.
• Provide market research to stay ahead of industry trends and competitor activity.
• Collaborate with RSM's to drive and exceed company revenue, and unit targets.
• Collaborate with marketing, operations, and product development teams to align sales strategies with company goals and value propositions.
• Collaborate with operations, logistics, and purchasing teams to ensure timely and accurate delivery of products.
• Maintains customer database: updates data and communicates necessary changes to the organization.

Qualifications:
• High school diploma or GED required; Associate or Bachelor's degree preferred
• Minimum 5 years of experience in customer service, preferably in the commercial and residential door, or millwork industry
• 2+ years in a supervisory or lead role strongly preferred
• Strong knowledge of door, trim, and hardware components is highly desirable
• Proficiency with ERP systems and Microsoft Office Suite
• Excellent communication, organizational, and leadership skills
• Ability to handle high-volume workloads and prioritize under pressure
• Detail-oriented with a strong focus on accuracy and follow-through
• Bilingual (English/Spanish) a plus

Working Conditions:
• Office environment with frequent interaction with warehouse and production staff
• May require occasional travel to job sites or customer locations
• Standard business hours with occasional overtime during peak periods

Compensation and Benefits:
• Competitive Hourly.
• Comprehensive health, dental, and vision insurance.
• 401 (k) plan with company match.
• Paid vacation, holidays, and sick leave.
• Professional development opportunities.
• Phone Stipend

T.M. Cobb / Haley Brothers, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

T.M. Cobb does not hire anyone under the age of 18.