Customer Service Supervisor

We are looking for an experienced Customer Service Supervisor to lead a high-volume support team in the Worcester, Massachusetts area. This role is responsible for guiding daily customer service operations, supporting team performance, and ensuring accurate handling of orders, credits, and customer inquiries. The ideal candidate brings strong leadership, sound judgment, and the ability to keep service levels high in a fast-paced environment. **THIS ROLE is IN OFFICE T-F 8:30-5, WFH MONDAYS **

Responsibilities:

• Lead day-to-day customer service activities, providing direction to team members on pricing questions, order timing, product details, and company guidelines.

• Organize departmental workflows to support productivity targets and maintain consistent service throughout the day.

• Participate in recruiting and onboarding efforts for new customer service staff members.

• Coach and develop employees using service data and performance measures to build capability across the team.

• Partner with staff to identify process improvements that enhance efficiency and customer experience.

• Oversee the accurate handling of warranty claims, scrap credits, and credit-related requests within established timelines.

• Help customers and internal teams evaluate substitute products based on availability, cost, and specification needs.

• Resolve escalated issues promptly while maintaining complete and accurate customer records, notes, and account details.

• Track shipment schedules, coordinate expediting when needed, and share demand changes with purchasing to support product availability.

• Provide cross-functional support by assisting the sales fulfillment team, collaborating through internal communication channels, and serving as backup for key coordination duties when required.

For immediate consideration, please call me directly. 508-205-2127 Eric Lebow, be prepared to EMAIL your resume for review

• At least 3 years of experience in customer service, call center operations, or a similar fast-paced support environment.

• Prior experience leading or supervising employees, including coaching performance and supporting training efforts.

• Strong written and verbal communication skills with the ability to handle customer and internal interactions professionally.

• Proven ability to manage multiple priorities, stay organized, and respond effectively in a high-volume setting.

• Experience using customer service metrics or operational data to monitor quality and team effectiveness.

• Proficiency with NetSuite or NetSuite CRM, along with solid working knowledge of Microsoft Office applications.

• Strong problem-solving skills and the ability to address service issues, order concerns, and credit-related questions accurately.

For immediate consideration, please call me directly. 508-205-2127 Eric Lebow, be prepared to EMAIL your resume for review