Job Description:
Position Summary:
The Customer Service Supervisor leads and develops the customer service function, overseeing all aspects of parts order processing while ensuring responsive, high-quality service to customers and internal Gaylord staff, including Engineering, Manufacturing, Sales, Purchasing, and Finance. This role combines hands-on order processing and customer service duties with supervisory responsibility for the customer service team, including staff development, workflow oversight, and performance management.
Essential Functions:
Supervisory Responsibilities
· Supervise, train, and mentor customer service staff, providing guidance on order processing, customer interactions, and problem resolution
· Assign and prioritize daily workload among team members to meet deadlines and service level expectations
· Monitor team performance, conduct performance reviews, and identify opportunities for coaching and development
· Serve as the point of escalation for complex customer issues, complaints, and order discrepancies
· Develop, document, and continuously improve customer service processes and procedures
· On-site face to face presence with team and other departments 100% of the time
· Coordinate staff scheduling to ensure adequate phone and order-processing coverage
· Partner with the Director of Operations on hiring, onboarding, and staffing needs for the department.
Skills/Abilities:
· Excellent communication skills – verbal, listening, and written
· Strong leadership and team management skills
· Excellent interpersonal skills
· Strong PC skills (MS Word, Excel, and Outlook)
· Proven track record of internal/external customer service
· Ability to multi-task and prioritize multiple daily deadlines, both personally and for a team
· Highly organized with strong attention to detail
· Sense of urgency
· Strong problem-solving and analytical skills
· Ability to perform effectively in high-pressure situations
· Team player with the ability to motivate and develop others
Minimum Qualifications:
· Education: Bachelor’s Degree in Business or related field
· Experience: Minimum five to eight (5-8) years of experience in office administration, with prior experience leading or supervising others preferred
Preferred Qualifications:
· Bachelor's degree in Business
· Prior supervisory or team lead experience in a customer service environment
· Knowledge or experience with ERP systems
· Shipping and packaging experience preferred but not required
· Experience in technical support
· Experience in a manufacturing environment
Physical Requirements/Working Conditions
· Office environment
· 100% on-site role
· Ability to frequently lift up to 25 pounds (packaging parts)
· No travel required
Compensation Information:
Exempt Salaried Role: $80,000 - $90,000
