Customer Service Supervisor

The Customer Service Supervisor reports directly to the Sr. Customer Service Manager and plays a key role in building and maintaining strong customer relationships. This position supports both internal teams and the HVAC network by managing orders, responding to inquiries, and ensuring timely and accurate communication. The ideal candidate leverages technology and cross-functional collaboration to deliver exceptional customer service and support.

Responsibilities not limited to:

Team Leadership & Supervision

• Provide day-to-day direction and support to Customer Service team members.
• Assign and prioritize workloads to ensure timely customer support.
• Monitor team performance, service levels, and order accuracy.
• Coach and train employees on customer service expectations and processes.
• Serve as the first point of escalation for complex customer issues.
• Identify opportunities to improve team workflows and customer service processes.

Relationship Management

• Build and maintain strong relationships with customers to support business growth and ensure a positive customer experience
• Respond to customer inquiries in a timely and professional manner
• Proactively communicate production updates, delays, or changes to customers
• Provide pricing information as needed
• Demonstrate a strong sense of urgency based on customer needs

Collaboration

• Collaborate effectively with internal teams and support external customers
• Accurately document customer changes and coordinate updates through production
• Escalate issues and involve appropriate departments when necessary

Process Management

• Manage day-to-day activities for assigned accounts, serving as a liaison between customers and internal departments (Quality, Engineering, Manufacturing)
• Process and verify purchase orders for accuracy
• Estimate delivery timelines based on lead times and track orders throughout production
• Monitor production status to support communication around fulfillment, shipping, and logistics

Data Management & Technology

• Maintain accurate and up-to-date records within CRM and ERP systems
• Run daily reports to track order status and take appropriate action
• Manage communication through shared inboxes for customer inquiries
• Perform account maintenance, including customer portal management