Job Summary

The Customer Service Supervisor is responsible for establishing work procedures, work schedules, and daily workflow for the Customer Service Representative (CSR) team. This role trains new employees, conducts performance reviews, and coaches and mentors staff to deliver exceptional customer service.

Key Responsibilities

• Manage a team of customer service representatives and ensure compliance with company policies and quality standards.

• Monitor and review customer calls, emails, and other communications to maintain service quality.

• Keep team members informed of updates to products, services, and company procedures.

• Collect, analyze, and report on customer inquiries, complaints, and service metrics.

• Prepare monthly performance reports for the customer service team.

• Monitor team performance, identify areas for improvement, and implement corrective actions.

• Develop and maintain knowledge base articles, FAQs, and customer support documentation.

• Recommend and implement improvements to customer service processes and procedures.

• Assist with departmental budget preparation.

• Support the planning and coordination of promotional materials and events.

• Ensure compliance with applicable company policies and relevant regulations.

• Maintain the availability of sales- and customer service-related materials and equipment.

• Provide timely feedback to management regarding customer concerns, operational issues, and service challenges.

• Maintain accurate records of customer interactions, account activities, and related documentation.

• Perform other duties as assigned.

Safety Responsibilities

• Follow all company safety policies and procedures.

Continuous Improvement

• Promote continuous improvement through employee development and process optimization.

• Participate in cross-functional teams and continuous improvement initiatives.

• Support business objectives through process enhancements and operational excellence.

• Observe operational activities to identify opportunities for improved efficiency and cost savings.

Adaptability

• Maintain professionalism, patience, and a customer-first approach when interacting with customers.

• Continuously evaluate team performance and implement improvements as needed.

Required Skills

• Experience with MRP systems.

• Experience managing work orders and customer complaint processes.

• Leadership and team management.

• Manufacturing environment experience.

• Strong written and verbal communication skills.

• Critical thinking and problem-solving.

• Delegation and negotiation skills.

• Ability to make sound decisions under pressure.

• Time management and organizational skills.

• Computer proficiency, including Microsoft Office.

• Strong interpersonal and teamwork skills.

Qualifications

Education

• High school diploma or equivalent required.

• Associate degree, technical degree, or relevant certification preferred.

Experience

• Minimum 5 years of manufacturing experience.

• Minimum 5 years of customer relationship management experience.

• Minimum 5 years of customer service experience.

• Minimum 5 years of warehouse management system (WMS) experience.

• Experience using warehouse management systems and enterprise software preferred.

Compensation

Salary: $70,000-$80,000 per year.

Benefits

• 401(k)

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• Parental leave

• Tuition reimbursement

Work Location

• On-site position.

• Candidates must be able to commute to the assigned work location.

W3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the busi