Customer Service Supervisor

Title: Customer Service Supervisor

Location: Uxbridge, MA

Position Type/Schedule: Hybrid (4 days in office, 1 day remote)

Compensation: $73,000 - $85,000

(Compensation is an estimate and depends on skills, knowledge, location, education, and experience)

Position Snapshot: The Customer Service Supervisor oversees the day-to-day operations of the Customer Service team, leading 9 direct reports ensuring the delivery of exceptional customer support. Reporting to the Customer Service Manager, this role is responsible for driving team performance, managing order fulfillment and order management activities, ensuring compliance with established processes and service standards. This individual partners closely with Sales, Inside Sales, Operations, and other cross-functional teams to deliver a seamless customer experience, resolve issues timely, and continuously improve processes that support operational efficiency and customer satisfaction.

About you: You're an outgoing, customer-focused professional who thrives on building relationships, solving problems, and delivering exceptional service. You stay organized, follow through on commitments, and adapt effectively when priorities shift. You enjoy creating positive experiences for customers and colleagues alike and are energized by leading, coaching, and motivating others to succeed. You value accountability, consistency, and continuous improvement, and you're always looking for ways to enhance processes, efficiency, and the overall customer experience.

A day in the life:

• Lead, mentor, and coach a team of 9 Customer Service Specialists, fostering a culture of collaboration, accountability, and customer focus aligned with Lenze values.
• Oversee day-to-day customer service operations, ensuring timely responses, accurate order processing, and exceptional service delivery
• Monitor team performance and key service metrics, including response times, order accuracy, productivity, and turnaround times
• Serve as the first point of escalation for customer concerns and operational issues, driving timely and effective resolution
• Ensure adherence to Lenze policies, procedures, and established business processes while promoting consistency and operational excellence
• Maintain and communicate process documentation, updates, and best practices to support team effectiveness
• Identify opportunities to improve processes, enhance efficiency, and elevate the overall customer experience
• Collaborate closely with Sales, Inside Sales, Operations, Supply Chain, and other cross-functional teams to support customer and business objectives
• Coordinate follow-up activities related to customer inquiries, orders, and escalations to ensure a seamless end-to-end customer experience
• Support the resolution of complex customer situations while maintaining a high level of customer satisfaction and professionalism
• Contribute to Lenze's continuous improvement culture by recommending and implementing ideas that improve service levels, team performance, and operational efficiency
• Lead by example with a hands-on approach, stepping in as needed to support the team and ensure customer needs are met