Customer Service Supervisor

Job Description

Job Description

Description:

 

Customer Service Supervisor

LT Foods Americas, Inc.

Department: Customer Service
Reports To: Customer Service Manager
Supervisory Responsibility: Customer Service Representatives
Employment Type: Full-Time
Schedule: Monday–Friday | 7:00 AM – 3:30 PM
Annual Salary Range: $75,000–$80,000
Annual Bonus Opportunity

About the Role

LT Foods Americas, Inc. is seeking an experienced, analytical, and results-driven Customer Service Supervisor to oversee daily customer service operations and lead a team of Customer Service Representatives.

In this role, you will be responsible for ensuring accurate order processing, timely resolution of customer inquiries, and exceptional service delivery. The ideal candidate will possess strong leadership and analytical capabilities, with the ability to interpret operational data, monitor key performance indicators (KPIs), identify trends, and implement process improvements that enhance efficiency and customer satisfaction.

This position will initially focus on supporting our Walmart account, with responsibilities evolving as business needs grow. The Customer Service Supervisor reports directly to the Customer Service Manager.

What We Offer

• Competitive annual salary ranging from $75,000 to $80,000
• 5% annual performance bonus opportunity
• Monday–Friday schedule
• 401(k) plan with company match
• Annual performance reviews
• Comprehensive benefits package, including medical, dental, vision, life insurance, and Flexible Spending Account (FSA), available after 30 days
• Paid time off beginning after 30 days
• Employee discount on company products

Key ResponsibilitiesTeam Leadership & Supervision

• Supervise daily customer service operations and provide leadership, guidance, and support to Customer Service Representatives.
• Monitor employee performance, provide ongoing coaching and feedback, and promote accountability for departmental expectations.
• Oversee daily workflow, assign responsibilities, and ensure adequate coverage to meet operational demands.
• Support employee training and development to strengthen team performance and service quality.
• Partner with the Customer Service Manager to establish priorities, address performance concerns, and achieve departmental goals.

Customer Service & Order Management

• Oversee customer inquiries and escalations, ensuring professional and timely resolution within 24 hours.
• Ensure customer purchase orders are accurately entered into SAP within 24 hours of receipt.
• Monitor order processing activities to maintain accuracy, efficiency, and timely fulfillment.
• Oversee customer billing, order management, returns, and issue resolution.
• Ensure customer returns are processed within 48 hours to support timely credit issuance.
• Coordinate with internal departments to ensure timely setup of new customer accounts.
• Collaborate with internal teams and Walmart and Sam's Club partners to address customer needs and operational concerns.
• Monitor order fulfillment and coordinate with internal departments to support on-time or early customer deliveries.

Data Analytics, Reporting & Performance Management

• Analyze customer service metrics, order fulfillment data, inventory trends, and on-time and in-full (OTIF) performance to identify operational gaps and recommend improvements.
• Develop, maintain, and present analytical reports and KPI dashboards to support data-driven decision-making and departmental objectives.
• Monitor customer service performance indicators, including order accuracy, response times, order fulfillment, and customer satisfaction.
• Gather, interpret, and evaluate operational data to identify recurring issues, trends, and opportunities for process improvement.
• Utilize SAP, Microsoft Excel, and other reporting tools to analyze data, track performance, and support business decisions.
• Provide regular performance updates, analytical findings, and recommendations to the Customer Service Manager.
• Collaborate with Sales, Supply Chain, Logistics, and other internal departments to address operational challenges and improve service performance.

Operational Performance & Continuous Improvement

• Identify opportunities to improve customer service processes, team productivity, and operational efficiency.
• Evaluate existing workflows and recommend process enhancements to improve accuracy, consistency, and customer satisfaction.
• Support initiatives that strengthen cross-functional collaboration and overall service delivery.
• Ensure departmental procedures, service standards, and operational expectations are consistently followed.
• Assist the Customer Service Manager with implementing departmental goals and continuous improvement initiatives.

Requirements:

• 5+ years of experience in customer service, order management, or customer service administration.
• Previous supervisory, team lead, or demonstrated leadership experience.
• Demonstrated experience in data analytics, reporting, and performance analysis, with the ability to interpret complex data, identify trends, and provide actionable recommendations.
• Proficiency in Microsoft Excel, including data analysis, reporting, formulas, and pivot tables.
• Experience monitoring key performance indicators (KPIs), analyzing operational performance, and identifying opportunities for process improvement.
• Strong leadership skills with the ability to coach, develop, and motivate employees.
• Strong analytical, critical thinking, and problem-solving skills.
• Excellent communication, organizational, and time management skills.
• Close attention to detail and commitment to accuracy.
• Ability to manage competing priorities and meet deadlines in a fast-paced environment.

Preferred Qualifications

• Previous experience supervising a customer service team.
• Experience with SAP, Microsoft Outlook, Excel, and Word.
• Familiarity with Walmart systems, including Scintilla and Supplier One.
• Experience developing analytical reports, dashboards, and operational performance metrics.
• Experience in food manufacturing strongly preferred.
• Experience supporting Walmart or other major retail accounts.
• Knowledge of inventory management, order fulfillment, and OTIF performance metrics.
• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, Business Analytics, or a related field preferred.
• Equivalent relevant professional experience may be considered in lieu of a degree.

Physical & Mental Demands

This position requires prolonged sitting, frequent use of hands, and clear communication. Occasional standing, walking, stooping, or reaching may be required. Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The position requires strong leadership, decision-making, problem-solving, analytical, and critical thinking skills. The individual must be able to manage multiple priorities, oversee team performance, resolve escalated concerns, analyze complex operational data, interpret trends, and meet deadlines in a fast-paced environment.

Success in this role requires a high level of attention to detail, adaptability, sound judgment, and the ability to make informed decisions while managing shifting priorities and operational demands.

Work Environment

Work is performed in an indoor environment with protection from weather conditions; however, temperatures may vary.

Additional Information

This job description outlines the essential functions and key responsibilities of the position. It is intended to serve as a general guide for job expectations and employee performance. It is not an exhaustive list of tasks or responsibilities, and additional duties may be assigned by management as necessary. The company reserves the right to modify this job description as needed.

Equal Opportunity Employer

LT Foods Americas, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Applicants requiring assistance or reasonable accommodation during the application process may request it without penalty.