Senior Customer Relations Supervisor

Sr. Customer Relations Supervisor

The Sr. Customer Relations Supervisor is responsible for leading day-to-day team performance and ensuring the effective execution of Customer Relations operations. This role provides hands-on supervision, coaching, and performance management for Customer Relations Associates, with a strong focus on accountability, service quality, and continuous improvement.

Acting as a working supervisor and key partner to the Customer Relations Manager, this position plays a critical role in reinforcing performance expectations, addressing escalated customer concerns, and driving operational excellence across the team.

What you will do...

Supervision & Team Leadership

• Directly supervise and support the daily activities of Customer Relations Associates, including workflow coordination, task prioritization, and real-time guidance
• Foster a high-performance, accountable team environment focused on service quality and efficiency
• Lead team huddles, communications, and training to ensure alignment with departmental goals and expectations
• Assist with onboarding and training of new team members

Performance Management & Coaching

• Monitor and analyze individual and team performance metrics, including productivity, quality, and customer satisfaction
• Provide consistent coaching, feedback, and development support to reinforce expectations and improve performance
• Execute performance management processes, including documentation, corrective actions, and follow-up
• Identify performance gaps and partner with leadership to implement improvement plans
• Prepare and maintain reports on team performance and operational metrics

Escalation & Customer Issue Resolution

• Serve as the primary point of contact for escalated customer interactions, including complex, sensitive, or high-impact issues
• Resolve escalations with professionalism, urgency, and a customer-first mindset
• Provide real-time support and guidance to team members handling challenging customer situations
• Identify root causes of escalations and recommend process or training improvements to reduce recurrence

Process Improvement

• Support implementation of process improvements and workflow efficiencies aligned with departmental goals
• Ensure adherence to Standard Operating Procedures (SOPs) and provide input for updates based on operational insights
• Assist with staffing coordination and labor allocation to meet service levels and business demands
• Collaborate cross-functionally to support order completion and resolve customer issues
• Conduct research related to customer orders, media inquiries, or service issues as needed
• Provide technical support for iMemories applications to customers and internal teams
• Perform other duties as assigned

Who you are...

Qualifications / Education

• Minimum of 4 years of customer service experience, with 12 years of proven supervisory or team leadership experience
• Demonstrated experience in coaching, performance management, and team development
• Strong experience working with performance metrics, reporting, and continuous improvement initiatives
• Associate's or Bachelor's degree preferred

Skills & Competencies

• Strong leadership and team supervision skills
• Effective performance management and coaching ability
• Advanced conflict resolution and escalation handling skills
• Excellent written and verbal communication
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Proficiency with computer systems (Mac, PC, and/or Linux preferred)
• Working knowledge of Microsoft Office or Google Workspace
• Media handling/identification experience (videotape, film reels, audio, images) is a plus
• Positive, team-oriented mindset with a strong customer focus

Physical Demands :

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This role may require sitting or standing for extended periods, as well as occasional walking. Some reaching, bending, or lifting may be required for filing or handling materials. Proper lifting techniques should be used.

Work Environment :

The work environment characteristics described here are representative of those encountered while performing essential job functions. Reasonable accommodations may be made as needed.This role operates primarily in a standard office environment. Occasional exposure to shipping/receiving areas may occur. No special safety equipment is required.