Supervisor, Customer Service

Sales - Supervisor, Customer Service SUMMARY The Customer Service Supervisor leads and develops a team responsible for delivering exceptional customer service and support throughout the customer lifecycle. This position oversees daily customer service operations, including customer inquiries, quotes, sales order management, account support, issue resolution, and customer experience initiatives. The supervisor serves as a liaison between customers, sales, operations, and other cross-functional teams to ensure customer expectations are met while supporting business objectives, operational efficiency, and continuous improvement efforts. The role is responsible for coaching and developing employees, monitoring team performance, implementing best practices, analyzing customer service metrics, and driving customer satisfaction through effective leadership and process improvements. ESSENTIAL JOB FUNCTIONS Customer Service & Account Support Oversee daily customer support activities, including RFQs, quotations, sales order entry, order management, and customer inquiries. Manage escalated customer concerns and ensure timely resolution of issues. Build strong customer relationships to achieve high levels of customer satisfaction while supporting company profitability objectives. Serve as the primary liaison between customers and internal departments to ensure customer expectations are communicated, understood, and fulfilled. Monitor key customer accounts, service levels, performance, customer requirements and scorecards. Follow up with customers regarding service issues, delivery performance, and satisfaction. Operations & Process Management Develop, maintain, and improve customer service processes, procedures, and best practices. Manage and continuously improve quotation, order entry, and customer support processes. Coordinate cross-functional activities to resolve customer, operational, or system-related issues. Lead or participate in continuous improvement projects that enhance productivity, quality, and customer satisfaction. Ensure compliance with company policies, procedures, and quality standards. Analytics & Reporting Monitor department metrics, productivity, and service performance indicators. Prepare reports and dashboards related to forecasts, order performance, customer satisfaction, on-time delivery, and departmental metrics. Analyze data and make recommendations to improve customer service performance and operational effectiveness. Develop corrective actions and countermeasures to address performance gaps. Business & Customer Support Assist sales and account management teams in achieving customer retention, revenue, and growth objectives. Support pricing, quoting, and large quote package management while ensuring ethical and responsible business decisions. Maintain current knowledge of customer accounts, industry trends, products, and service requirements. Quickly identify issues, determine root causes, and drive effective resolutions. General Utilize SAP and customer service systems daily. Contribute to team initiatives and organizational goals in a collaborative and professional manner. Perform other duties as assigned in support of departmental and company objectives. Foster an inclusive workplace by actively addressing biases and promoting diversity. *Other duties as required in support of the department and the company* SUPERVISOR RESPONSIBILITIES Supervisory responsibilities involve overseeing and managing a team or individual to ensure adequate performance and job satisfaction and contribute to individuals' career goals. Directly supervises Customer Success Customer Service Team. Responsible for employee selection, onboarding, training, scheduling, performance management, coaching, development, and engagement. Ensure work is completed accurately, efficiently, and in accordance with company standards. Supervise, coach, mentor, and develop customer service representatives and customer experience personnel. Prioritize, assign, monitor, and evaluate team workloads and performance. Collaborate with Customer Success Manager on performance reviews, development planning, coaching sessions, and corrective action processes as needed. Onboard and train new employees. Foster a positive, customer-focused culture that emphasizes accountability, teamwork, and continuous improvement. Ensure employees understand their responsibilities, scope of authority, and service expectations. QUALIFICATIONS To succeed in this job, an individual must satisfactorily perform each essential job function. The requirements below represent the required knowledge, skill, and ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. EDUCATION and EXPERIENCE High school diploma or GED required. Associate degree preferred; equivalent combination of education and experience may be considered. Minimum five (5) years of customer service, customer experience, inside sales, or account management experience. Previous leadership, supervisory, team lead, or employee development experience preferred. Experience in manufacturing, aerospace, defense, electronics, cable assembly, or related industries preferred. CERTIFICATES, LICENSES, REGISTRATIONS None LANGUAGE REQUIREMENTS Excellent verbal and written communication skills in English. Conversational in any other language is a plus. MATHEMATICAL SKILLS Basic arithmetic: add, subtract, multiply, and divide whole numbers, fractions, decimals, and percentages. JOB SKILLS Intermediate MS Office Suite and SharePoint. Knowledge of ERP systems, SAP preferred. Excellent customer relationship management and interpersonal skills. Strong leadership, coaching, and employee development capabilities. Ability to analyze data and make sound business decisions. Strong problem-solving, critical thinking, and decision-making skills. Ability to manage multiple priorities in a fast-paced environment. Strong organizational skills with a high attention to detail. Ability to prepare reports, presentations, procedures, and business correspondence. Experience interpreting customer requirements, technical information, and business processes. Ability to remain calm and effective during customer escalations. Demonstrated commitment to customer satisfaction and operational excellence. PHYSICAL DEMANDS As part of their job duties, the employee must sit for lengthy periods while operating a computer. They frequently use their hands to type, handle objects, and communicate verbally. Additionally, they may need to stand, walk, reach, and occasionally lift objects weighing up to twenty (20) pounds. This role requires lifting, carrying, pushing, pulling, reaching overhead, reaching at or below shoulder level, and keyboarding. According to ADA regulations, reasonable accommodation will be provided to ensure that individuals with disabilities can perform the job's essential functions. WORK ENVIRONMENT Office environment: This is an air-conditioned work environment where employees have desks or cubicles and work in a fixed location. The physical environment is usually comfortable, well-lit, and equipped with the necessary facilities and hardware. The company culture is a culture of teamwork, communication, continuous improvement, business casual, strategic, and goal-oriented. The working conditions are stable, predictable, and secure. ENVIRONMENTAL POLICY Amphenol CIT is fully committed to minimizing the environmental impact of its operations, activities, and products. To achieve this, we adhere to all applicable environmental regulations and laws, prevent pollution, and continuously improve our environmental performance in all our global operations. This is possible through an Environmental Management System that provides a framework for setting and reviewing our environmental objectives and targets. We aim to identify and reduce any negative environmental impact our business activities may have. PERSONAL PROTECTIVE EQUIPMENT REQUIREMENTS ASTM F-2412-2005, ANSI Z41-1999, or ANSI Z41-1991 rated safety toe shoes in specific areas. Clear ANSI Z87.1 safety-rated glasses in specific areas. Hearing protection in specific locations. Ability to compile with JSA in specific areas. EXPORT COMPLIANCE DISCLAIMER This position includes access or potential access to ITAR and EAR (Export Administration Regulations) technical data. Therefore, candidates must qualify as US Persons, defined as US Citizens or Permanent Residents (Green Card Holders). TRAVEL Approximately 5-15% of travel is expected. #J-18808-Ljbffr Amphenol Cable and Interconnect Technologies Inc.