Customer Service Supervisor (Inside Sales Supervisor/ Sales Operations Supervisor)

Westlake•Houston, TX

1d•Onsite

About The Position

The Customer Service Supervisor oversees the key activities and business processes of the Customer Service Team at Westlake Pipe & Fittings. This is a highly engaged, hands‑on leadership role responsible for supporting a large team that manages high transactional volume in a rapidly growing business. The primary goal of the Customer Service Supervisor is to lead and coach Customer Service Representatives (CSRs) in their day‑to-day activities, ensuring they have the tools, clarity, and guidance needed to deliver world‑class service to our customers. As Westlake Pipe & Fittings continues to scale, this role plays a critical part in identifying root causes of operational issues, improving cross‑departmental communication, and implementing sustainable solutions that enhance accuracy, efficiency, and elevate the overall customer experience.

Requirements

Bachelor’s Degree in Business Administration or related field
10+ years of inside sales/customer service experience and 5+ years of supervisory experience in a manufacturing or distribution setting - pipe and fittings experience preferred
3+ years of demonstrated experience with building and supporting high performing inside sales team
Demonstrated ability to lead teams, solve operational problems, and collaborate across departments
Proven ability to drive continuous improvement initiatives that streamline workflows and elevate the customer experience
Must be willing to commute daily into our Houston, TX office
Must be willing to travel up to 15%

Nice To Haves

Experience working in a high‑volume, fast‑growth environment strongly preferred
Strong understanding of SAP S/4 HANA is highly desired, as it supports efficient order management and accurate demand forecasting
Six Sigma Certification preferred
MBA preferred

Responsibilities

Improve or establish standard departmental policies and procedures to ensure order accuracy, workflow efficiency, and consistently superior customer service.
Provide hands‑on leadership to the CSR team, including conducting performance reviews, delivering ongoing coaching, and developing action plans to support peak performance.
Work closely with Sales, Operations, Planning, and Logistics to strengthen communication and resolve issues that impact the customer experience.
Analyze qualitative and quantitative Key Performance Indicators (KPIs) to monitor team performance and identify opportunities for improvement.
Lead weekly or bi‑weekly team meetings to share updates, address challenges, and reinforce priorities.
Manage month‑end close activities, ensuring all warehouses are billed accurately and accruals are recorded as needed.
Maintain and manage communication with external accounts, ensuring timely and accurate responses.
Serve as the first level of escalation for urgent or complex customer issues, taking ownership of resolution and root‑cause identification.
Oversee the billing process for off‑site warehouses and ensure accuracy across all locations.
Monitor service‑level performance across facilities, identifying workflow gaps and driving process improvements.
Coordinate internal workflow among all internal partners to ensure seamless order processing and customer support.

Benefits

Benefits Day 1!
401k: The Company will match your contributions up to a certain percentage.
Quarterly Bonus Programs
Fitness Reimbursement Program: The Company will reimburse up to 50%.
Tuition Reimbursement Program
Employee Assistance Program
Vacation
Scholarship Program
Training & Development - Access to multiple platforms of learning (online, in person, 3rd party training institutions)
Community Relations - We support and encourage our employees to volunteer their time and efforts in worthwhile causes and donate funds to assist various groups