Customer Service Supervisor - Depot Calibration Department

Job Description

Job Description

Job Summary

The Customer Service Supervisor is responsible for leading the customer service team within the Depot Calibration Department, ensuring timely and accurate communication with customers regarding calibration services, repair status, quotations, scheduling, and service delivery. This role serves as the primary link between customers, technicians, sales teams, and operations to maintain high levels of customer satisfaction and operational efficiency.

Key Responsibilities

• Supervise and support customer service representatives in daily operations.
• Monitor customer inquiries, service requests, and complaints to ensure prompt resolution.
• Coordinate with calibration technicians and depot operations to provide accurate service updates.
• Review and approve quotations, service orders, and customer documentation.
• Track turnaround times and ensure service-level agreements (SLAs) are met.
• Manage customer escalations and implement corrective actions when necessary.
• Maintain accurate records in ERP, and calibration management systems.
• Prepare and analyze customer service performance reports and KPIs.
• Train, coach, and evaluate, supervise customer service and shipping/receiving staff.
• Ensure compliance with company quality standards and relevant industry regulations.
• Collaborate with sales, logistics, and technical teams to improve customer experience.
• Support continuous improvement initiatives within the depot operation.

Required Qualifications

• Associate's or Bachelor's degree in Business Administration, Engineering, Operations Management, or a related field preferred.
• 3–5 years of customer service experience, preferably in a technical, calibration, manufacturing, or service environment.
• At least 1–2 years of supervisory or team leadership experience.
• Strong understanding of customer service principles and process management.
• Proficiency with Microsoft Office and ERP/CRM systems.
• Excellent communication, problem-solving, and organizational skills.

Preferred Qualifications

• Experience in calibration, metrology, instrumentation, or technical service industries.
• Knowledge of quality standards such as ISO 9001 and/or ISO/IEC 17025.
• Experience managing service contracts and turnaround-time metrics.

Key Performance Indicators (KPIs)

• Customer satisfaction scores.
• On-time quote and order processing.
• Calibration turnaround time performance.
• First-contact resolution rate.
• Customer complaint resolution time.
• Team productivity and service quality metrics.

Skills & Competencies

• Leadership and team development.
• Customer relationship management.
• Conflict resolution and negotiation.
• Attention to detail.
• Time management and multitasking.
• Data analysis and reporting.
• Continuous improvement mindset.

Work Environment:
Office-based role within a calibration depot or service center, requiring frequent interaction with customers, technicians, logistics personnel, and management teams.

This description can be tailored further for industries such as aerospace, oil & gas, medical devices, manufacturing, or laboratory calibration services.

QRS is a service company, providing precise equipment calibrations and services in our mobile metrology labs (On-Site) and our metrology calibration lab.
We are a sales company providing market leading simulators, testers, and performance analyzers to the Healthcare Technology Management (HTM) and end-user customers within the United States.

Company Description

QRS is a service company, providing precise equipment calibrations and services in our mobile metrology labs (On-Site) and our metrology calibration lab.\nWe are a sales company providing market leading simulators, testers, and performance analyzers to the Healthcare Technology Management (HTM) and end-user customers within the United States.