Customer Service Supervisor

Customer Service LeaderGaylord Ventilation is seeking a Customer Service Leader to add to their service team. Gaylord has been around for more than 75 years, revolutionizing kitchen ventilation with systems known for durability, dependability and meticulous attention to detail.Position Summary:The Customer Service Supervisor leads and develops the customer service function, overseeing all aspects of parts order processing while ensuring responsive, high-quality service to customers and internal Gaylord staff, including Engineering, Manufacturing, Sales, Purchasing, and Finance. This role combines hands-on order processing and customer service duties with supervisory responsibility for the customer service team, including staff development, workflow oversight, and performance management.Essential Functions:Supervisory ResponsibilitiesSupervise, train, and mentor customer service staff, providing guidance on order processing, customer interactions, and problem resolutionAssign and prioritize daily workload among team members to meet deadlines and service level expectationsMonitor team performance, conduct performance reviews, and identify opportunities for coaching and developmentServe as the point of escalation for complex customer issues, complaints, and order discrepanciesDevelop, document, and continuously improve customer service processes and proceduresOn-site face to face presence with team and other departments 100% of the timeCoordinate staff scheduling to ensure adequate phone and order-processing coveragePartner with the Director of Operations on hiring, onboarding, and staffing needs for the department.Skills/Abilities:Excellent communication skills – verbal, listening, and writtenStrong leadership and team management skillsExcellent interpersonal skillsStrong PC skills (MS Word, Excel, and Outlook)Proven track record of internal/external customer serviceAbility to multi-task and prioritize multiple daily deadlines, both personally and for a teamHighly organized with strong attention to detailSense of urgencyStrong problem-solving and analytical skillsAbility to perform effectively in high-pressure situationsTeam player with the ability to motivate and develop othersMinimum Qualifications:Education: Bachelor's Degree in Business or related fieldExperience: Minimum five to eight (5-8) years of experience in office administration, with prior experience leading or supervising others preferredPreferred Qualifications:Bachelor's degree in BusinessPrior supervisory or team lead experience in a customer service environmentKnowledge or experience with ERP systemsShipping and packaging experience preferred but not requiredExperience in technical supportExperience in a manufacturing environmentPhysical Requirements/Working Conditions:Office environment100% on-site roleAbility to frequently lift up to 25 pounds (packaging parts)No travel requiredCompensation Information:Exempt Salaried Role: $80,000 - $90,000ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.