Supervisor, Customer Sales Operations

TOGETHER, WE DELIVER HIGH-QUALITY SOLUTIONS

At Hercules Sealing Products we are the premier name in the aftermarket hydraulic equipment repair parts sector. As a cornerstone of the fluid power industry, we leverage decades of expertise to meet the demands of partners worldwide, embodying the essence of a global leader originating from a foundation of unparalleled service and quality. We're excited about the future and committed to continuing this legacy.

Our success is deeply rooted in the caliber of our team members. We are committed to fostering a workplace culture that prioritizes employee development, encourages collaborative teamwork, and offers stimulating tasks paired with meaningful rewards for accomplishments.

Our culture is anchored in the values of Humble Servant Leadership, Engaging Environment, Respect, Customer Centric, Uncompromised Integrity, Leveraging Our Skills, Embrace New Ideas, and Surpass Expectations.

To be considered for this opportunity, you must reside and be authorized to work within the United States. The position will report on-site in Clearwater, FL.

Schedule: Monday - Friday, 11:30 am - 8:00 pm

Job Summary

The Customer Sales Operations Supervisor plays a critical frontline leadership role within the Customer Service Department at Hercules Sealing Products. This position is directly accountable for the daily performance of the assigned Customer Sales Support team, including service levels, staffing and schedule adherence, productivity, quality, order accuracy, customer experience, employee performance, coaching, and execution of departmental operating standards.

The Supervisor owns day-to-day shift execution, actively manages real-time contact-center performance, develops employees, resolves customer and operational escalations, and takes timely corrective action when performance falls below expectations. This role partners closely with Customer Sales Operations leadership and cross-functional teams to improve service, strengthen customer relationships, and support profitable growth.

This is a salaried position with a typical work schedule of Monday through Friday, 11:30 a.m. to 8:00 p.m. ET, with flexibility as business and staffing needs require.

Essential Functions

People Leadership & Performance Management

• Directly supervise, coach, and develop the assigned Customer Sales Support team to achieve individual and team performance, service, quality, and customer-experience goals.
• Conduct documented recurring one-on-one meetings, call-quality reviews, coaching sessions, and performance discussions; establish clear actions and measure improvement over time.
• Manage employee attendance, schedule adherence, availability, performance concerns, performance improvement plans, and corrective or disciplinary actions in accordance with company policies.
• Conduct mid-year and annual performance evaluations and maintain timely, accurate performance documentation.
• Facilitate huddles and team meetings that communicate priorities, reinforce operating standards, and drive accountability for results.
• Support interviewing, selection, onboarding, training, and new-hire ramp in partnership with leadership and training/quality resources.
• Recognize strong performance, reinforce company values, and identify development and succession opportunities for team members.
• Model professionalism, customer focus, ownership, sound judgment, and effective cross-functional teamwork.

Contact Center & Workforce Execution

• Own daily shift performance and actively manage call queues, customer demand, staffing coverage, and service levels throughout the day.
• Manage intraday workforce execution, including schedule adherence, employee availability, breaks, lunches, meetings, and other activities that affect customer coverage.
• Take timely corrective action when service performance deteriorates, including rebalancing available resources, escalating capacity constraints, and coordinating coverage or schedule adjustments consistent with company policy.
• Monitor and manage key contact-center metrics, including service level, answer rate, abandon rate, average speed of answer, schedule adherence, employee availability, occupancy/working rate, and refusals or no-answer events.
• Use average handle time and after-call work as diagnostic measures to identify process, training, or behavior opportunities without compromising customer experience or quality.
• Partner with leadership to maintain appropriate skill assignments, routing priorities, and role-based queue coverage.
• Provide hands-on customer support when necessary to protect service levels while maintaining primary responsibility for supervision, queue management, coaching, escalation management, and workforce execution.

Customer & Operational Excellence

• Serve as the first point of escalation for complex customer concerns, service failures, and operational issues; drive timely resolution and effective communication.
• Ensure accurate order capture and transaction execution, complete customer and account documentation, and consistent adherence to established procedures and service standards.
• Monitor quality, order accuracy, first-contact resolution, transfer activity, technical escalations, rework, and error trends to identify improvement opportunities.
• Analyze individual and team performance data, identify root causes of performance gaps, implement corrective actions, and verify sustained improvement.
• Ensure representatives follow approved processes for product assistance, order support, escalation routing, case documentation, and customer follow-up.
• Protect the customer experience by balancing responsiveness, accuracy, quality, and efficient execution rather than optimizing any single metric in isolation.

Commercial Effectiveness

• Reinforce customer-focused selling behaviors during inbound interactions, including effective product recommendations and appropriate cross-sell or upsell opportunities that create customer value.
• Coach representatives on effective discovery, order capture, product support, and commercial conversations while maintaining strong service and margin discipline.
• Support measurement and improvement of inbound conversion and commercial effectiveness as reporting capabilities mature.
• Partner with Inside Sales and Sales leadership to appropriately transition proactive account-development opportunities while keeping the Customer Sales Support team focused on responsive customer transaction work.
• Support customer retention through accurate service, effective issue resolution, product knowledge, and consistent execution.

Cross-Functional Collaboration & Continuous Improvement

• Collaborate with Operations, Engineering, Supply Chain, Sales, Inside Sales, Commercial Enablement & Quality, and other departments to resolve customer issues and improve end-to-end execution.
• Identify process, workflow, system, and knowledge gaps; recommend and help implement improvements that reduce customer effort, cycle time, errors, and rework.
• Use performance data and operational trends to identify root causes, establish action plans, and measure the impact of changes.
• Partner with quality and training resources on calibration, coaching themes, training needs, standard operating procedures, and knowledge-management improvements.
• Prepare and communicate team performance updates, operational risks, staffing concerns, and actionable insights to leadership.
• Ensure compliance with company policies, procedures, customer-service standards, and applicable operational controls.

Required Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years of customer service, customer sales support, or contact-center experience.
• Minimum of 2 years of progressive leadership experience, preferably with direct responsibility for employee performance, coaching, attendance, staffing, and operational KPIs.
• Demonstrated ability to hold employees accountable, conduct effective coaching, manage performance concerns, and develop team capability.
• Experience managing real-time queue performance, service levels, staffing coverage, and schedule adherence in a customer-contact environment.
• Strong verbal, written, and interpersonal communication skills, including the ability to manage customer and employee escalations professionally.
• Strong organizational and decision-making skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to analyze operational and employee-performance data, identify root causes, and make data-driven decisions.
• Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Experience using CRM, case-management, order-management, or contact-center systems.

Preferred Qualifications

• Bachelor's degree in Business, Operations, Management, Sales, or a related field.
• Prior formal supervisory experience with direct responsibility for performance management, attendance, corrective action, and team KPI results.
• Experience in industrial distribution, manufacturing, technical support, or a B2B customer-service/contact-center environment.
• Experience with NICE CXone/RingCentral, Zoho CRM, IFS, or comparable ACD/contact-center, CRM, and ERP platforms.
• Experience leading teams responsible for inbound customer support, product assistance, order capture, transaction accuracy, and customer issue resolution.
• Experience coaching customer-focused selling behaviors, customer retention, or inbound commercial effectiveness.

Hercules Sealing Products is an equal opportunity employer. We use E-Verify to confirm the identity and employment eligibility of all new hires.