Customer Service Supervisor

80/20 • Columbia City, IN

1d

About The Position

The 80/20 Customer Service Supervisor is responsible for the leadership and oversight of Customer Service Team Leaders, Customer Service Support Team, Order Processing Team, and Error Resolution Team. They oversee departmental operations, ensuring alignment with company and departmental goals. This role focuses on developing the team, driving performance through data-informed decision-making, and fostering a culture of accountability, continuous improvement, and professional growth. The Customer Service Supervisor provides strategic direction, empowers Team Leaders to manage daily operations, and ensures the effective execution of department objectives. This role primarily leads through Team Leaders, ensuring effective delegation, accountability, and operational excellence across all customer service functions. They utilize the 80/20 business model to guide priorities, improve efficiency, and support organizational success. The Supervisor leads by example, models professional excellence, and cultivates an environment focused on performance, development, and customer satisfaction.

Requirements

• High School Diploma or GED
• 1+ years of management or supervisory experience
• 1+ years of experience working in sales, marketing, order processing, telemarketing and/or customer service operations
• Provide positive, constructive, and supportive communications to customers, employees and the company through impactful communication and in a professional manner.
• Uses time and resources well to develop their team and complete projects and tasks.
• Be proficient with Windows based office software (Excel, Word, PowerPoint, etc.)
• Strong core math skills (Add, subtract, divide, and multiply)
• Read, speak, write and understand English. Second language fluency welcomed.
• Comprehend and execute performance and system improvement reviews.
• Demonstrate unconditional mindset regarding operational needs, emerging market trends and product opportunity.
• Demonstrate self-assurance and have the desire to succeed
• Have exceptional listening skills
• Have the mindset to be an effective problem solver through a strong internal drive and initiative taking
• Can work with sales department in situations onsite and offsite to resolve any customer issues while being on call.

Nice To Haves

• College Degree in Business Management or similar field
• 3+ years of experience in customer Service
• 3+ years of experience in a management or supervisory role in a production/manufacturing role or in a similar industry

Responsibilities

• Provide leadership and strategic direction to Team Leaders, Customer Support Specialist, Order Processing, and Error Resolution teams, ensuring alignment with company vision, mission, and goals.
• Develop, coach, and evaluate Team Leaders to ensure effective leadership, accountability, and team performance.
• Partner with leadership to plan long-term departmental growth and structure
• Review and analyze departmental performance data to identify trends, opportunities, and areas for improvement.
• Identify and support career advancement opportunities for Team Leaders/direct reports by guiding and reviewing development plans.
• Collaborate with Sales Managers on account issues and participate in customer calls and webinars as needed.
• Provide oversight of technical systems to ensure direct reports maintain appropriate tools, system access, and resources, and recommend improvements to enhance efficiency.
• Participate in organizational meetings on service and quality improvements and product development
• Supervising and maintaining daily input and output by calling overtime and delegating work when necessary to meet departmental expectations
• Communicate effectively with all relevant 80/20 divisions to strengthen processes, resulting in positive outcomes for our customers
• Effectively prioritize workload, address performance issues, and manage staffing levels to support operational efficiency.
• Ensuring quality is a top priority by monitoring department errors and identifying training opportunities or department improvements
• Assist in yearly department business plans, performance reviews, and budgetary development
• Coordinate with appropriate parties to provide training and certification for employees
• Manage department staff in the following areas: time and attendance, hiring, training, and disciplinary actions, and complying with all organizational rules, policies, and procedures

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED