Customer Service Supervisor About the Opportunity A growing manufacturer and distributor of industrial lubricants, process oils, greases, and metalworking fluids is seeking a Customer Service Supervisor to lead and develop a high-performing customer care team. This role is ideal for a motivated, results-driven professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences while driving operational excellence. Position Summary The Customer Service Supervisor will oversee daily customer care operations, coach and develop team members, implement best practices, and ensure outstanding service for both internal and external customers. This individual will play a key role in supporting business growth by improving team performance, resolving escalated customer concerns, and promoting effective sales and customer service strategies.
Key Responsibilities
- Lead and manage the Customer Care team to achieve monthly performance goals and service standards.
- Develop, interpret, and implement policies and procedures that support productivity and operational excellence.
- Train, mentor, and coach Customer Care Representatives on customer service best practices and company procedures.
- Promote effective selling techniques to identify customer needs and support sales growth.
- Ensure timely and professional communication with customers and internal stakeholders through both written and verbal channels.
- Serve as the escalation point for complex customer service issues and facilitate resolutions.
- Organize team workflow and ensure employees clearly understand responsibilities and expectations.
- Monitor productivity, provide performance feedback, and deliver ongoing coaching and development.
- Establish and track key performance indicators (KPIs) and deadlines aligned with company goals.
- Maintain accurate documentation, reports, and operational records for the customer care function.
- Build, motivate, and develop a positive, collaborative team culture through effective leadership.
Required Qualifications
- Proven experience in a supervisory, team lead, or customer service management role.
- Strong leadership, organizational, and problem-solving abilities.
- Excellent verbal and written communication skills.
- Ability to train employees and effectively present information to both individuals and groups.
- Experience managing customer service operations, support teams, or call center environments.
- Proficiency with Microsoft Office applications, including Word and Excel.
- Experience with ERP and CRM systems preferred.
- NetSuite experience is a plus.
Preferred Background
- Experience within industrial distribution, manufacturing, automotive distribution, or a related industry.
- Strong customer-focused mindset with the ability to balance service excellence and business objectives.
- Ability to work effectively in a fast-paced, growth-oriented environment.
Key Skills
- Customer Service Management
- Customer Support
- Team Leadership & Supervision
- Call Center Management
- Employee Coaching & Development
- Performance Management
- Data Entry & Documentation
- Microsoft Office
- Sales Support
- Customer Relationship Management (CRM)
Experience Level Intermediate Job Type & LocationThis is a Permanent position based out of Pontiac, MI. Pay and BenefitsThe pay range for this position is $80000.00 - $90000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Great Pay: competitive base pay plus bonus. Great Benefits: paid training, full insurance coverage, incentives, employee discounts and paid time off. Great Career Advancement: As our company expands, we will need to grow our team. Great Work Environment: We are committed to providing the best work environment. Business casual dress attire to complement a fun, competitive yet supportive performance-based culture Job Type & LocationThis is a Permanent position based out of Pontiac, MI. Application DeadlineThis position is anticipated to close on Nov 26, 2026. Workplace TypeThis is a fully onsite position in Pontiac,MI.
About Aston Carter
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
