Customer Service Supervisor

Customer Service Lead

The Customer Service Lead supports the manager by providing day-to-day leadership for a team of customer service representatives who handle customer inquiries, manage orders and issue resolution through telephone and email. You will be a first-level resource for the team, offering guidance, troubleshooting support, and escalation handling while helping ensure service quality and adherence to established processes. This onsite role will sit in Avon, MA and will report to the Customer Service Manager.

Responsibilities

• Oversee up to 3 direct reports.
• Be the day-to-day lead for customer service representatives, providing guidance and direction during daily operations.
• Escalate issues for complex or unresolved customer inquiries that require advanced knowledge or judgment.
• Mentor less experienced team members on customer service techniques, procedures, and best practices.
• Monitor workflow and service demands and help coordinate schedules, coverage, and task assignments.
• Identify trends, recurring issues, and opportunities for process or service improvements; communicate recommendations to leadership.
• Promote consistency, accuracy, and quality in customer interactions.
• Help with onboarding and knowledge transfer for new team members.
• Help with hire decisions and performance feedback, as requested by the manager.
• Foster a collaborative, service-focused team environment.

Qualifications

• 2+ years of customer service management experience.
• Prior experience as a senior or lead-level Customer Service Representative.
• QAD knowledge is helpful.
• Only U.S. Citizens, Green Card holders, and political asylees or refugees are eligible to apply.

The base salary range for this position is $50,000 to $70,000, with a possibility of an annual bonus up to 2.5% of base salary. PPG offers comprehensive benefits such as Health, Dental, Life, Retirement Plan, Paid Vacation and Holidays, Employee Assistance Program (EAP), Disability/Leave, Family Leave and other Voluntary benefit offerings. Actual benefit offerings confirmed at the time of hire.

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression.

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.