Customer Service Supervisor

Key Responsibilities: Team Leadership & Development: Supervise, mentor, and coach customer service representatives; establish onboarding workflows, identify skill gaps, and implement personalized professional development plans. Capacity Planning & Workload Monitoring: Analyze team volume, monitor capacity, and recommend operational or staffing adjustments to maintain service excellence in a fast-paced environment. High-Volume Technical Communications: Manage high-volume, complex B2B email inquiries regarding order status, configurations, pricing, and product specifications. B2B Account Management: Manage key customer and distribution accounts, developing long-term partnerships, analyzing customer scorecards, and driving conflict resolution. Technical Documentation Review: Interpret engineering drawings and Bills of Materials (BOMs) to clarify part numbers, configuration requirements, and customer technical inquiries. ERP & CRM Operations: Leverage Syspro (or similar ERP) and Salesforce (or similar CRM) to manage master data, inventory allocations, pricing, and order fulfillment. Data Analytics & Reporting: Create and maintain advanced Excel workbooks (utilizing pivot tables, VLOOKUP/INDEX MATCH, filters, and basic macros) to conduct order trend forecasting and variance analysis. Cross-Functional Collaboration: Partner directly with Engineering, Sales, Operations, and Quality teams to handle escalations, facilitate root-cause corrective actions, and support process improvement initiatives. Commercial Awareness: Identify and qualify organic business or upselling opportunities through regular customer interactions.

Education: Bachelor's degree in Business Administration, Engineering, Supply Chain, or a related field preferred.

Experience: 3+ years of experience in technical customer service, B2B order management, or ERP-centric operations; prior supervisory or team lead experience preferred. Technical Aptitude: Demonstrated ability to read and interpret engineering drawings, schematics, and Bills of Materials (BOMs). Software & Systems: Hands-on proficiency with ERP platforms (Syspro, SAP, NetSuite, or equivalent) and CRM software (Salesforce preferred). Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEX MATCH, variance reporting, basic macros). Comfort with and interest in utilizing modern AI productivity tools (e.g., ChatGPT, Claude, Gemini, Perplexity). Supply Chain Acumen: Working knowledge of essential supply chain concepts, including lead times, minimum order quantities (MOQs), and safety stock management. Communication & Organization: Outstanding written and verbal communication skills, comfortable handling high daily email volume with precision, multitasking ability, and strong analytical problem-solving skills.

Languages: Multilingual proficiency (e.g., Spanish or French Canadian) is a plus