Customer Service Supervisor

Role Overview:

Insight Global is working with a medical device client to identify a Customer Service Supervisor to join their team. This individual is going to be responsible for supervising, training, and supporting a team of 7 Customer Service Representatives.

This role oversees all customer service activities, including phone and email communications, order entry, invoicing, account maintenance, and issue resolution. The manager serves as the primary escalation point for complex customer concerns, working cross-functionally with other departments to identify solutions, improve processes, and ensure a positive customer experience.

This individual will develop a strong understanding of the company's products, services, and policies to effectively support both customers and team members. They will also be responsible for gathering customer feedback, managing product complaints and return authorizations through the ERP system, maintaining accurate customer records, and partnering with several internal teams.

The role also includes conducting regular team meetings, 1-on-1's with each Representative, monitoring performance metrics and service levels, providing ongoing training and development, and completing annual performance reviews. Success in this position requires strong communication skills, a solutions-oriented mindset, and the ability to motivate a team while driving operational excellence.

The salary ranges between $60-80k and candidate will have eligibility for enrollment in medical benefits as well. This is an onsite position in Brecksville, OH and no hybrid opportunity will be available. Hours are Mon-Fri, 8-4:30.

Required Qualifications:

• Minimum of 3 – 5 years of experience in customer service with at least 1 -2 years in a leadership or supervisory role.
• Bachelor’s degree in Business Administration, Communications, or a related field.
• Proven ability to coach, motivate, and lead a team with excellent problem-solving and conflict resolution abilities.
• Ability to analyze data, prepare reports, prepare schedules, and make recommendations to improve service.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Strong interpersonal and communication skills, both verbal and written.

Preferred Qualifications:

• Microsoft Dynamics is a plus but not required.