Customer Service Supervisor

Job Description

Job Description

Job Summary

The Customer Service Supervisor is responsible for establishing work procedures, work schedules, and daily workflow for the Customer Service Representative (CSR) team. This role trains new employees, conducts performance reviews, and coaches and mentors staff to deliver exceptional customer service.

Key Responsibilities

• Manage a team of customer service representatives and ensure compliance with company policies and quality standards.

• Monitor and review customer calls, emails, and other communications to maintain service quality.

• Keep team members informed of updates to products, services, and company procedures.

• Collect, analyze, and report on customer inquiries, complaints, and service metrics.

• Prepare monthly performance reports for the customer service team.

• Monitor team performance, identify areas for improvement, and implement corrective actions.

• Develop and maintain knowledge base articles, FAQs, and customer support documentation.

• Recommend and implement improvements to customer service processes and procedures.

• Assist with departmental budget preparation.

• Support the planning and coordination of promotional materials and events.

• Ensure compliance with applicable company policies and relevant regulations.

• Maintain the availability of sales- and customer service-related materials and equipment.

• Provide timely feedback to management regarding customer concerns, operational issues, and service challenges.

• Maintain accurate records of customer interactions, account activities, and related documentation.

• Perform other duties as assigned.

Safety Responsibilities

• Follow all company safety policies and procedures.

Continuous Improvement

• Promote continuous improvement through employee development and process optimization.

• Participate in cross-functional teams and continuous improvement initiatives.

• Support business objectives through process enhancements and operational excellence.

• Observe operational activities to identify opportunities for improved efficiency and cost savings.

Adaptability

• Maintain professionalism, patience, and a customer-first approach when interacting with customers.

• Continuously evaluate team performance and implement improvements as needed.

Required Skills

• Experience with MRP systems.

• Experience managing work orders and customer complaint processes.

• Leadership and team management.

• Manufacturing environment experience.

• Strong written and verbal communication skills.

• Critical thinking and problem-solving.

• Delegation and negotiation skills.

• Ability to make sound decisions under pressure.

• Time management and organizational skills.

• Computer proficiency, including Microsoft Office.

• Strong interpersonal and teamwork skills.

Qualifications

Education

• High school diploma or equivalent required.

• Associate degree, technical degree, or relevant certification preferred.

Experience

• Minimum 5 years of manufacturing experience.

• Minimum 5 years of customer relationship management experience.

• Minimum 5 years of customer service experience.

• Minimum 5 years of warehouse management system (WMS) experience.

• Experience using warehouse management systems and enterprise software preferred.

Compensation

Salary: $70,000-$80,000 per year.

Benefits

• 401(k)

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• Parental leave

• Tuition reimbursement

Work Location

• On-site position.

• Candidates must be able to commute to the assigned work location.

W3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the business to serve many other industries, including accounting and finance, legal, engineering, human resources, government and more.

We’re proud of the investments we’ve made in our team, having grown from four to 1000 employees and evolving into one of the leading recruitment and staffing solution providers in the industry. Our recruiters and account managers are passionate about connecting qualified professionals with the right positions in small, medium, and large companies.

Our Services
W3Global understands the natural ups and downs of an organization’s staffing needs. We are continuously adapting to industry and economic changes to find the right candidates.

We specialize in placing permanent, direct, contract, and temporary positions for companies of any size. Our recruiting services include sourcing, recruiting, screening, interview management, salary negotiations, training, and onboarding.

We are committed to helping organizations redefine their recruitment process by delivering our SaaS-based proprietary application tracking system software.

Our Expertise
W3Global has been delivering staffing solutions for nearly two decades; we know which recruiting strategies work best. Our expert team is committed to developing a customized solution to fit your company’s unique needs.

As a W3Global client, you’ll also receive personalized assistance from a seasoned team of staffing specialists. We are committed to providing both technical support and industry expertise to simplify the hiring process. We know that your time matters. W3Global will help you streamline the hiring process, getting it done and getting it right.

Company Description

W3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the business to serve many other industries, including accounting and finance, legal, engineering, human resources, government and more.\r\n\r\nWe’re proud of the investments we’ve made in our team, having grown from four to 1000 employees and evolving into one of the leading recruitment and staffing solution providers in the industry. Our recruiters and account managers are passionate about connecting qualified professionals with the right positions in small, medium, and large companies.\r\n\r\nOur Services\r\nW3Global understands the natural ups and downs of an organization’s staffing needs. We are continuously adapting to industry and economic changes to find the right candidates.\r\n\r\nWe specialize in placing permanent, direct, contract, and temporary positions for companies of any size. Our recruiting services include sourcing, recruiting, screening, interview management, salary negotiations, training, and onboarding.\r\n\r\nWe are committed to helping organizations redefine their recruitment process by delivering our SaaS-based proprietary application tracking system software.\r\n\r\nOur Expertise\r\nW3Global has been delivering staffing solutions for nearly two decades; we know which recruiting strategies work best. Our expert team is committed to developing a customized solution to fit your company’s unique needs.\r\n\r\nAs a W3Global client, you’ll also receive personalized assistance from a seasoned team of staffing specialists. We are committed to providing both technical support and industry expertise to simplify the hiring process. We know that your time matters. W3Global will help you streamline the hiring process, getting it done and getting it right.