Customer Service Supervisor

We are looking for an experienced Customer Service Supervisor to guide a technical support and order management team serving customers in Norton Shores, Michigan. This Long-term Contract position is ideal for someone who can combine strong leadership with a customer-first mindset in a highly technical manufacturing environment. The person in this role will help ensure accurate order execution, responsive service, and effective coordination with engineering, production, and supply chain partners.

Responsibilities:

• Lead, coach, and develop customer service staff and service coordination personnel to build a responsive, knowledgeable team.
• Manage the full order process for specialized motion control and automation products, from initial quotation support through shipment and delivery follow-up.
• Provide guidance to customers on product applications, basic technical questions, and issue resolution after purchase.
• Partner with engineering, operations, scheduling, and inventory teams to align customer commitments with production capabilities and timelines.
• Handle elevated customer concerns related to delays, quality matters, and warranty questions with professionalism and urgency.
• Track service performance indicators such as delivery reliability, response speed, and customer satisfaction, and share results with leadership.
• Analyze recurring service challenges, determine underlying causes, and work with cross-functional teams to improve processes and reduce repeat issues.
• Support contract and fulfillment activities for complex engineered products while maintaining high standards for accuracy and communication.
• Bachelor’s degree in Business Administration, Mechanical Engineering, Electrical Engineering, or comparable technical industry experience.
• At least 3 years of leadership experience in customer service within industrial automation, manufacturing, robotics, or another technical product environment.
• Working knowledge of linear motion systems, actuators, gearboxes, PLCs, or similar automated equipment.
• Demonstrated ability to supervise teams, assign priorities, and maintain service quality in a fast-moving setting.
• Experience addressing customer inquiries, escalations, and order-related issues with a high level of professionalism.
• Strong communication skills with the ability to collaborate effectively across customer service, engineering, production, and supply chain functions.
• Proficiency in monitoring operational metrics and using data to improve team performance and customer outcomes.