Customer Service Supervisor

it's what's inside that counts Benefits Day 1 Benefits Coverage with low cost Medical, Vision, Dental Day 1 Paid‑time Off and Vacation 4.5% Company Match 401(k) plan $500 Annual Company‑paid Lifestyle Benefit Competitive Compensation and Bonuses Company‑paid Life and Disability Insurance Employee Stock Purchase Plan Training and Advancement Opportunities What You’ll Do Lead and manage the customer service team, ensuring daily operations support a high level of customer satisfaction. Develop and implement service strategies, processes, and best practices that improve customer experience and operational efficiency. Serve as the primary escalation point for complex customer issues and ensure timely and effective resolution. Monitor performance metrics (e.g., order accuracy, response times, complaint resolution) and take action to address deficiencies. Coordinate with sales, operations, logistics, and other departments to ensure a seamless customer journey from order placement to delivery. Oversee order processing, quotations, product inquiries, and all customer interactions to ensure accuracy and responsiveness. Train, mentor, and evaluate team members; foster a positive, accountable work culture focused on continuous improvement. Maintain up‑to‑date knowledge of CMC products, services, policies, and industry trends to support team and customer needs. Drive initiatives to improve customer loyalty, retention and satisfaction. Participate in cross‑functional teams through a collaborative process to compile, interpret, and analyze key data sets. Participate in cross‑functional projects to enhance service delivery or introduce new systems and tools. What You’ll Need 5+ years of customer service or sales support experience, including 2+ years in a leadership or supervisory role. Experience in the construction, manufacturing, or industrial services industry strongly preferred. Proven ability to lead teams, resolve conflicts, and drive performance. Excellent interpersonal, communication, and organizational skills. Strong problem‑solving skills and ability to manage multiple priorities under pressure. Proficiency in Microsoft Office Suite and CRM/order processing systems. Your Education Bachelor or Associate Degree in a business‑related field preferred. Equivalent experience in a customer service leadership role will be considered. High School Diploma or GED required. CMC is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, physical or mental disability, national origin, citizenship, military or veteran status, sexual orientation, gender identity and/or expression, genetic information, or other status protected by federal, state or local law. #J-18808-Ljbffr