Sr. Supervisor Customer Service

Description Overview We are looking for a Sr Supervisor Customer Service to join our Perrigo Direct team in Allegan, MI. This is a hybrid position, 3 days on-site, 2 days work from home. Oversees the efforts of a team of customer service representatives. Maintains ongoing relationships with key customers and interfaces with sales staff as well offers support to PD.com on a regular basis. Scope of the Role Leads, coaches, and develops the customer service team, including performance management, training, workload balancing, and capability building. Oversees end-to-end customer service operations, ensuring timely and accurate response to customer inquiries related to orders, pricing, product availability, shipments, billing, returns, chargebacks, and complaints. Manages complex customer issues and escalations, partnering across functions to drive resolution while maintaining a high standard of service. Establishes and monitors service metrics and operational KPIs to identify trends, improve responsiveness, and enhance customer satisfaction. Partners with Sales, Distribution, Supply Chain, and eCommerce stakeholders to align service execution with business priorities and customer needs. Provides leadership for order management processes, including manual and EDI purchase order handling, picklist processing, and customer master data maintenance in ERP systems. Ensures processes, policies, and controls are consistently followed and updated to support operational accuracy and compliance. Identifies and leads continuous improvement initiatives to streamline workflows, reduce service failures, and improve team efficiency. Supports inventory and product lifecycle priorities, including management of short-dated product opportunities and coordination of customer communication as needed. Maintains strong customer relationships and serves as a key point of contact for strategic accounts and internal stakeholders. Experience Required A bachelor's degree or equivalent is preferred. Minimum of 3 years of relevant work experience in this including 3–5-year Supervisory experience required. Excellent management and supervisory skills. Extensive knowledge of customer service procedures and principles. Ability to manage multiple Outlook email boxes. Syteline ERP system and EDI knowledge is a plus. Benefits We believe our people are our greatest asset. Alongside competitive compensation, we offer benefits tailored to supporting you and your family, as well as career development opportunities to ensure you feel valued and supported, both professionally and personally. Hybrid Working Approach We love our offices and the setting they provide for in-person collaboration and celebration. But we also appreciate the opportunity to work remotely can energise you too, so we promote flexibility with the ability to work two days a week from home in many roles. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other characteristics protected by law. #J-18808-Ljbffr