Customer Support Supervisor

Job Description

Job Description

Main Purpose: Responsible for supporting the daily operations of the Customer Support Department while helping drive continuous improvement in customer experience, internal processes, and team development. This position serves as a working supervisor who assists in training and coaching staff, implementing new procedures, and ensuring efficient management of customer orders and inquiries, being a key resource for international shipping activities and export documentation, partnering closely with the Customer Service Manager to improve departmental performance, efficiency, and service levels

 

 

Job Description

 

· Team Leadership & Training

o Assist the Customer Support Manager with supervising the daily activities of Customer Support Representatives.

o Train, coach, and mentor team members to ensure consistent application of company policies and Customer Service Standards.

o Support onboarding and development of new employees.

o Monitor workflow and help prioritize work assignments to ensure timely response to customer needs.

o Provide guidance and support in resolving escalated customer issues.

 

· Process Improvement & Procedure Development

o Participate in the development, implementation, and documentation of Customer Support Procedures and Best Practices.

o Support process improvement initiatives that increase efficiency, accuracy, and customer satisfaction.

o Identify opportunities for workflow improvements and recommend solutions.

o Ensure standard operating procedures are communicated, maintained, and followed.

 

· Customer Support Operations

o Oversee order processing, quotations, returns, and customer issue resolution.

o Monitor customer order activity, order status, and service performance metrics.

o Respond to complex customer inquiries and resolve escalated issues.

• • Collaborate with Sales, Operations, Procurement, Production, Warehouse, Finance and International subsidiaries to ensure customer requirements are met.

o Partner with Accounts Receivable to review customer orders placed on credit or payment hold

o Communicate directly with customers to secure payment and facilitate timely release of orders.

• • Identify and proactively communicate potential delays to internal teams and customers.

o Maintain a high standard of professionalism and responsiveness in all customer interactions.

 

· Shipping & Logistics Support (Domestic and International)

o Work with freight forwarders, customs brokers, carriers, and internal departments to support global shipments.

• • Quickly resolve post-shipment issues involving delivery delays, damage, shortages, or other carrier-related problems.
  • Coordinate with customers, carriers, warehouse teams, and internal departments to achieve timely resolutions.

o Serve as the department's Primary Resource for International shipping requirements, coordinating export logistics and customs documentation.

o Ensure Compliance of Export Documentation with applicable shipping regulations.

• • Track recurring freight and delivery issues and recommend corrective actions.

o Assist in developing and maintaining international shipping procedures and best practices.

 

· Sales and Commercial Support

o Work closely with Sales and Customers when additional discounts or pricing concessions are requested.

o Evaluate pricing requests and help determine whether concessions should be approved or whether larger-quantity purchases should be negotiated with approval of the Sales Representative.

o Partner with Sales to resolve complex customer requirements and ensure commercially sound solutions.

 

· Reporting & Administration

o Participate in regular team meetings and operational reviews.

o Prepare Reports as requested by Management.

o Support departmental projects and cross-functional initiatives.

 

Person Specification

 

Competencies / Behaviours:

 

· Interpersonal Skills: courteous, service-oriented, and flexible; professional, pleasant, patient with a friendly attitude, builds trust and maintains relationships.

· Communication Skills (verbal and written): able to communicate clearly and professionally via the phone or email; listen attentively and ask relevant questions to comprehend; write clearly and informatively.

· Customer Experience Mindset: respond promptly to customer inquiries; resolve conflict in a professional and patient manner; remain calm and professional in stressful situations.

· Quality Focus: innovative thinker; demonstrates attention to detail ensuring accuracy and thoroughness.

· Time Management: meet productivity standards; complete work in a timely manner; proactively seek new/additional work.

· Problem Solving: identify and resolve problems in a timely manner; gather, analyse, and share information; brainstorm with colleagues, develop alternative solutions; work independently with little supervision.

· Team Player: actively contributes to building a positive team environment; treats people with respect; inspires trust; works ethically with integrity; upholds organizational values; follows policies and procedures.

· Professionalism: approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration; accepts responsibility for own actions; follow through on commitments; establish and maintain effective working relationships (internal and external).

 

Experience:

 

· 3-5 years of Customer Service experience, ideally with international trading

· Proficiency with Microsoft Office Suite and ERP/order management systems

· Industry experience/knowledge is a bonus

· Knowledge of Rosco’s products and services is a bonus

· Spanish language is an advantage

· Holding a valid passport

 

\nCompany Description

"Rosco leads with innovative solutions allowing creative people to achieve their vision while creating a compelling culture and sustainable growth"

Founded in 1910, Rosco is the premier expendables, equipment, and product manufacturer for theatre, film, television and architectural
environments. Rosco's products have won numerous awards including five Academy Awards, 3 Emmy Awards and dozens of
industry commendations for excellence. For more information about Rosco visit

Company Description

"Rosco leads with innovative solutions allowing creative people to achieve their vision while creating a compelling culture and sustainable growth"\r\n\r\nFounded in 1910, Rosco is the premier expendables, equipment, and product manufacturer for theatre, film, television and architectural\r\n environments. Rosco's products have won numerous awards including five Academy Awards, 3 Emmy Awards and dozens of\r\n industry commendations for excellence. For more information about Rosco visit