Customer Service Supervisor

Overview Come join our well-established company, conveniently located near the 405 and 22 freeway in Westminster, CA. We offer a fun, business casual dress work environment with growth opportunities. This is a full-time position on-site. We are a custom plastic Thermoforming manufacturing company. A major part of our business is aerospace and medical products. Position Summary The Customer Service Supervisor is a hands-on “working supervisor” responsible for overseeing daily customer service operations within a manufacturing environment. This role balances direct customer account management with team leadership, ensuring high levels of customer satisfaction, on-time delivery, and compliance with industry standards. The Supervisor actively manages key accounts while guiding the team in order entry, status updates, issue resolution, and cross-functional coordination. Key Responsibilities Lead, coach, and develop a team of Customer Service Representatives (CSRs) Account Management Account Management Serve as primary point of contact for assigned key customers Build and maintain strong customer relationships to support retention and growth Manage customer expectations related to lead times, and delivery schedules Review and manage contracts and customer-specific requirements Partner with Sales/Business Development to support account growth and opportunities Customer Service Operations Oversee order entry, contract review, and order processing for accuracy and compliance Ensure timely communication of order status, delays, and resolutions Resolve escalated customer issues, including delivery, quality, and billing concerns Monitor KPIs such as on-time delivery (OTD), response time, and customer satisfaction Drive continuous improvement initiatives within the customer service function Cross-Functional Coordination Collaborate with Production, Planning, Quality, Engineering, and Shipping to ensure alignment Participate in production meetings to communicate customer priorities and risks Support expediting efforts and problem-solving to meet customer commitments Ensure compliance with aerospace & medical standards Process & Systems Management Maintain accurate records in Microsoft Dynamics Business Central system Identify and implement process improvements to enhance efficiency and service quality Ensure proper documentation and audit readiness for customer and regulatory requirements Serve as a “working supervisor” by actively managing customer accounts alongside the team Monitor workload distribution, productivity, and service levels Conduct performance reviews, provide ongoing feedback, and support employee development Ensure adherence to company policies, procedures, and quality standards Qualifications Education & Experience Bachelor’s degree in business, Supply Chain, or related field preferred 3–5+ years of customer service experience in aerospace, plastics, or manufacturing environment 1–3+ years of supervisory or team lead experience Experience with account management or customer-facing roles required Strong leadership and coaching skills with a hands-on approach Excellent communication and interpersonal skills Ability to manage multiple priorities in a fast-paced, deadline-driven environment Strong problem-solving and conflict resolution abilities Knowledge of aerospace industry requirements and terminology preferred Proficiency in ERP/MRP systems and Microsoft Office Suite Working Environment Office and production floor environment Occasional time spent on the shop floor presence to support operations Cross-functional meetings with operations, quality, and other departments Manufacturing floor environment with exposure to heat, noise, and moving machinery Use of PPE required (safety glasses, safety shoes, and hearing protection, etc.) #J-18808-Ljbffr Tru-Form Plastics