Supervisor-Customer Service

Posting Start Date: 8/5/26

Job Description:

Summary
Supervises a group of employees engaged in customer service activities. Directs workflow and monitors
workload. Promotes, directs and supports customer service, sales, and operations activities in assigned
area. Manages the onboarding of new customers and/or the order entry process from inception to
invoicing for high value customers. Responsible for understanding and aligning their efforts against the
Organization's Strategic Vision while supporting the execution of the Business Unit's goals.

Essential Functions
This job description reflects management's assignment of essential functions; it does not prescribe or restrict
the tasks that may be assigned.
• Coordinates the day-to-day operations by leading and directing a group of employees to assure a
smooth workflow.
• Assigns, monitors, and reviews the progress and accuracy of work assigned.
• Responsible for the orientation and training of new hires, in addition to assigning tasks and
reviewing the work of the settlement specialists.
• Familiarizes employees with established policies, procedures, rules, and regulations.
• Provides technical and process guidance on the complex issues
• Evaluates the ongoing effectiveness of customer service operations and systems
• Monitors the effectiveness of systems, policies and procedures and makes appropriate
recommendations to ensure daily operations are efficient; implements approved and changes are
captured.
• Coordinates and integrates activities with other internal departments to meet customer needs.
• Estimates personnel needs and ensures adequate staffing in order to meet pre-established
completion dates and production demands.
• Motivates team members to achieve results.
• Establishes relationships with customers; works with customers to understand their needs,
available to visit customer sites, and facilitates the communication flow with other internal
departments.
• Prepares accurate, timely, and detailed estimates for jobs and rework charges on those jobs, and
communicate prices to Customer and Sales.
• Participates in the development of customer rates, project budgets and timelines and ensures
completion of initiatives within agreed upon budgets and timeframes.
• Communicates daily with internal customers across the divisions and external customers to
coordinate delivery of customer needs and acts as a liaison with other departments.
• Ensures customer satisfaction by monitoring product delivery, accurate invoicing, and timely
resolution of issues.
• Understands, documents and communicates customer requirements and specifications including
quantity, quality, schedule and delivery and any other items of importance to the customer.
• Responsible for accurate collection of data required to facilitate customer orders and supports in
communicating updates to customer orders as needed.
• Manages communication with Sales and operations across the Division to ensure all parties are
up to date with status of orders and/or project status.
• Visits customer sites.
• Serves as the primary point of contact with customers and provides professional, efficient and
effective customer interactions (email, incoming and outgoing phone calls, follow-up
communications, responding to requests for information, etc.).
• Responsible for developing, managing and disseminating reports and metrics to customers and
suppliers as needed.
• Processes orders utilizing SAP and other internal systems.
• Makes recommendations and leads initiatives focused on process improvement and/or cost
savings.
• Partners with operations lead to facilitate press checks with customers in order to meet customer
expectations.
• Deals with difficult customer situations and complaints successfully and in a timely manner.
• Maintains satisfactory attendance, to include timeliness.
• Responsible for understanding and complying with applicable quality, environmental and safety
regulatory considerations.

Supervisory Responsibilities
• Develops, coaches and mentors subordinate staff. Develop, implement and enforce consistent
discipline guidelines.
• Conducts performance evaluations; reviews and communicates salary adjustments; rewards
employees or takes disciplinary action, as necessary; addresses employee relations complaints
and resolves issues.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, skill and ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications
• Bachelor's degree plus 3 years customer service, account management, logistics, sales &/or
operations experience reflecting increasing levels of responsibility; OR Bachelor's degree plus 2
years G3 customer service, account management, logistics, sales &/or operations experience
reflecting increasing levels of responsibility; OR High school diploma or State-issued equivalency
and 7 years of customer service, account management, logistics, sales &/or operations
experience reflecting increasing levels of responsibility; OR High school diploma or State-issued
equivalency and 6 years of G3 customer service, account management, logistics, sales &/or
operations experience reflecting increasing levels of responsibility.
• Candidates for this position must have a valid driver's license and a safe driving record. Required
to obtain a California driver's license or appropriate state driver's license within 30 days of hire.
• Project Management experience.
• Skilled in Microsoft Office Software.
• Strong oral and written communication skills.
• Experience maintaining professional and cooperative relationships with internal and external
customers.
• Experience performing under heavy demands with low error ratio.
• Experience performing detail oriented tasks; recognizing and correcting discrepancies.

Preferred Qualifications
• Bachelor's degree plus 4 years customer service, account management, logistics, sales, &/or
operations experience reflecting increasing levels of responsibility.
• Prior account management experience in the manufacturing, wine/beverage, packaging &/or
logistics industry.
• Experience using systems such as SAP, Radius, etc.
• Bilingual (conversational and in writing) in French, Italian or Spanish.
• Experience with Production Management System(s).
• Experience working with all levels and functions within the Company.
• Knowledge of and exposure to manufacturing operations.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit, use hands to finger,
handle, feel, talk and hear.

Work Environment
The work environment characteristics described here are representative of those an employee encounters
while performing the essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate to quiet.

Compensation

Hiring Salary Range: $77,400 - $96,800

Actual compensation amount paid may be lower or higher to be determined by factors other than race and gender such as the education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data.

Perks & Benefits

This position includes a competitive benefits package.

Please click here to view our full list of benefits.