TITLE:   Customer Service Supervisor

POSITION OBJECTIVE: The Customer Service Supervisor leads a team of customer service account specialists, ensuring high-quality support, efficient workflows and a positive customer experience. This role combines hands on coaching with day-to-day operational oversight and may include supervising team members across multiple locations. The best fit for this position is a proactive, detail-oriented leader with strong communication and problem-solving skills, committed to developing the department and exceeding customer expectations.

QUALIFICATIONS:

• Previous experience in customer service, preferably in a supervisory or management role.
• Strong communication, coaching and conflict resolution skills.
• Proven problem-solving skills and exceptional attention to detail.
• Demonstrated ability to manage multiple priorities and adapt quickly in a custom, fast changing environment.
• Proficiency with computers, including navigating Outlooks, Microsoft Office programs (Word, Excel, Teams, etc.) and the ability to quickly learn new software systems and tools.
• Experience with data entry software and CRM programs.
• Self-starter who works independently with minimal supervision.
• 1-3 years in a corporate environment.
• Must be able to learn and understand AS400 system.
• Ability to remember facts, situational data, and history of events regarding assigned customer base. 
• Team oriented mindset with a commitment to building positive relationships internally and externally.
• High School Diploma/GED, prefer associate degree in Business or Accounting.
• Must have good oral and written communication skills.
• Ensure consistent, dependable attendance and demonstrate a willingness to accommodate non-standard work hours as necessary.
• Capable of effectively managing job-related stress and fostering productive workplace interactions.

JOB RESPONSIBILITIES:

• Supervise and lead a team of customer service account specialist.
• Provide real-time coaching, feedback and performance evaluations.
• Monitor daily operations to ensure professional interactions and timely, accurate order fulfillment.
• Handle escalated issues and resolve complex inquiries.
• Assist with scheduling, workload distribution and process improvements.
• Develop and maintain training materials and train new employees.
• Track team metrics such as response times, accuracy and customer satisfaction.
• Prepare and deliver regular reports to management on performance metrics, customer issues, and operational trends.
• Build strong working relationships, with internal departments, using excellent recall to provide accurate guidance and support throughout the organization.
• Model strong teamwork and foster a positive environment that prioritizes communication.

WORK ENVIRONMENT CONDITIONS SUBJECTED TO IN THIS POSITION:

• Office Environment

TRAINING:

• On the-job-training learning customer account processes.

MACHINES, TOOLS, EQUIPMENT, ELECTRONIC DEVICES & SOFTWARE:

• Customer Relationship Manager software (Hubspot)
• Microsoft Office – Outlook, Excel, Word
• AS400

Inteplast Group is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation,  gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information, about our commitment to equal employment opportunity, view the EEO - Know Your Rights and Pay Transparency Statement.