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Customer Service Supervisor

Avient
Avon Lake, USA
Full-time
Mid · 3+ years experience
Hybrid
Discovered 1 weeks ago
sap

Full Job Posting

Qualifications

  • High school diploma or GED required; associate’s or bachelor’s degree in Business, Supply Chain, Communications, or a related field preferred.
  • 3-5+ years of customer service experience in a manufacturing, distribution, or industrial environment.
  • Previous supervisory, team lead, or people management experience preferred.
  • Strong working knowledge of SAP, including order entry, customer master data, pricing, inventory inquiries, and shipping documentation.
  • Experience managing customer orders, deliveries, returns, complaints, and issue resolution.
  • Ability to analyze data, generate reports, and monitor customer service performance metrics.
  • Strong understanding of cross-functional coordination with sales, planning, production, logistics, and finance teams.
  • Excellent verbal and written communication skills with the ability to interact professionally with customers and internal stakeholders.
  • Demonstrated leadership skills, including coaching, performance management, employee development, and conflict resolution.
  • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
  • Proficient in Microsoft Office Suite, including Excel, Outlook, and Teams.
  • Experience with continuous improvement initiatives and process standardization is preferred.
  • Customer-focused mindset with strong problem-solving and decision-making abilities.
  • Ability to maintain confidentiality and handle sensitive customer and business information appropriately.

Responsibilities

  • Essential Duties & Responsibilities
  • Oversee daily operations of the customer service department.
  • Become an "expert user" in SAP Processes.
  • Provide knowledge and support to CSRs.
  • Certify CSRs in their performance of SAP processes.
  • Participate in monthly review with other CSR supervisors.
  • Conduct quarterly and annual reviews to CSRs.
  • Participate in interviewing and hiring process for new CSRs.
  • Maintain CSR role for specified area and act as backup for other CSRs.
  • Schedule and lead training sessions as needed.
  • Scope
  • Personnel: Supervises work tasks of small team of CSRs, excluding personnel actions. Budget: Under $500,000. Sales Revenue: Territory Specific.

Preferred Qualifications

  • High school diploma or GED required; associate’s or bachelor’s degree in Business, Supply Chain, Communications, or a related field preferred.
  • Previous supervisory, team lead, or people management experience preferred.
  • Experience with continuous improvement initiatives and process standardization is preferred.

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