Customer Relations Supervisor

Customer Relations Supervisor

At Lyon Bakery, we don't just make bread We craft the vehicle for some of DC's finest sandwiches, burgers, toasts, and culinary creations. We're looking for a people-savvy, solution-oriented, and process-loving Customer Relations Supervisor to lead our fast-paced, high-volume order processing department. If you thrive on developing the ingredients for a successful team and helping your staff rise to the challenges of providing excellent customer service to DC-area chefs, this could be your next great opportunity.

This person who will shape the heartbeat of our bakery's daily success will

• Aid in overseeing call center daily operations, including shift coverage, call-outs, and weekend support
• Lead team huddles, delegate tasks, and ensure best practices, company policies, and SOPs are followed
• Coach, train, and guide team members; support performance evaluation, handle employee questions and conflicts
• Maintain schedules and approve shift swaps in the scheduling system
• Track team KPIs and assist with reporting and performance analysis

Track Metrics and Interdepartmental Quality Assurance Communication

• Monitor support and ticket system queues and team performance metrics
• Assist with escalated customer issues and difficult calls
• Follow up on complaints and ensure resolution processes are documented and complete
• Perform quality checks and support continuous service improvement

Provide Operational Coordination

• Process purchase orders and coordinate shipping logistics
• Maintain inventory of office supplies and manage workflow bottlenecks, aiding in the development and improvement of existing SOPs
• Reconcile customer refunds and assist with credit adjustments
• Prepare reports and analyze team data to support departmental goals
• Prepare customers' orders when needed, follow applicable food safety protocols and standards

Why You'll Loaf Working Here

At Lyon Bakery, you'll be part of a team that values quality, collaboration, and continuous improvement. We're not just baking breadwe're building relationships and supporting the culinary community.

NOTE: This job description does not imply that the above functions are the only tasks that may be performed. Supervisors are expected to support the management team in ensuring cultural excellence amongst the staff and superior customer relations with customers.

Qualifications

• Proven leadership experience, ideally in customer service, order processing, or a fast-paced operations environment
• Lead team meetings with confidence and positive energy
• Empathetic communicator with strong interpersonal skills and a calm, professional demeanor under pressure
• Systematic thinker who can identify inefficiencies and implement practical solutions
• Excellent problem-solving and conflict-resolution abilities
• Comfortable managing shifting priorities, employee dynamics, and customer escalations
• Bilingual (Spanish/English) strongly preferred
• Call center experience is icing on the cake!
• Proficient with customer service platforms (e.g., Zendesk) and basic reporting tools like Excel & other Microsoft office platforms
• Able to lead with both structure and heart, setting the tone for a high-performing, supportive team culture
• Must be able to work weekends and holidays