Customer Service Supervisor

Required Skills & Experience

2-3 years in a customer success or service role for a technical product Thirst for Knowledge: A highly motivated individual eager to learn, adapt, and understand complex processes. Highly Organized & Detail-Oriented: Ability to manage a high volume of information and tasks without getting overwhelmed. Problem-Solver & Critical Thinker: Someone who questions processes, takes initiative, and makes sound business decisions independently. Adaptable & Flexible: Ability to thrive in a dynamic environment and embrace new technologies, particularly AI. Technical Acumen: Experience or strong aptitude for understanding technical products, manufacturing processes, and highly regulated environments, such as sheet metal, fasteners, and engineering drawings. While not strictly required, an engineering or similar technical background is highly valued. Leadership Potential: Ability to coach, mentor, and lead a small team effectively. AI Familiarity: A working knowledge and positive attitude toward utilizing AI tools for efficiency and problem-solving.

Nice to Have Skills & Experience

CRM Experience: Familiarity with Salesforce or similar CRM systems is a significant plus. Customer Success Managers with a technical product focus (post-sales). Individuals with a background in highly regulated manufacturing. Individuals with a technical or engineering background who are looking for a customer-facing leadership role.

Job Description

We are seeking a highly organized, detail-oriented, and proactive Customer Service Supervisor to manage customer service operations for our ITD division in the Americas.

This is a player-coach role where you will manage a small team of 2 Customer Service Representatives while actively handling complex customer inquiries and driving business decisions. You will be a central point of contact, coordinating extensively with Logistics, Quality, Finance, Engineering, Assembly Operations, and Planning to ensure customer satisfaction.

Key Responsibilities

Oversee customer service operations for the ITD division in the Americas, handling a business volume of several tens of millions of dollars annually. Supervise and coach 1-2 Customer Service Representatives, providing guidance and support in their daily tasks. Act as the primary point of contact for approximately 70-80 active customers, managing 30-50 daily customer interactions across email, calls, and outreach. Coordinate with cross-functional teams to resolve complex customer issues, ranging from order delays to product inquiries. Make critical business decisions regarding customer satisfaction, such as approving expedited shipping or freight coverage, to support company growth. Proactively identify opportunities for process improvement and automation within customer service using AI tools. Manage order processing, data entry, and other sales administration tasks. Handle and understand technical documentation such as Bills of Materials (BOMs), engineering drawings, FDA regulations, and contracts.