Sr Supervisor Customer Service
The Sr. Supervisor Customer Service leads Customer Service, ensuring smooth order-to-cash processes, data integrity, and service. This leader drives excellence across order management, invoicing, customer support, and systems while improving processes, team performance, and customer experience.
Your day to day:
• Lead Customer Service operations, including order entry, invoicing, EDI, Vendor Managed Inventory, inquiries, and returns, ensuring accurate, timely service.
• Maintain operations across order exceptions, system validation, and close activities; resolve issues and drive continuous improvement.
• Partner with Master Data to ensure accurate customer accounts, product data, pricing, ERP information, regulatory compliance, and internal controls.
• Improve Vendor Managed Inventory and other service models to enhance customer value and reliable supply performance.
• Partner with Sales, Trade Marketing, Logistics, Finance, and IT to resolve challenges and deliver a seamless customer experience.
• Coach and develop a high-performing team, promoting ownership, resilience, accountability, and continuous learning.
• Use customer feedback, service metrics, surveys, inventory, order trends, and operational data to improve service and inform Sales leadership.
• Evaluate processes, systems, and workflows to reduce costs and inefficiencies while improving scalability and performance.
• Set expectations, conduct reviews, and hold the team accountable for results.
• Ensure activities follow established procedures. Partner with internal controls and external auditors to document and validate SOX compliance.
• Collaborate with IT to test and validate ERP and support-system upgrades.
Who we're looking for:
• 5+ years of Customer Service experience.
• Experience working with Sales, Marketing, Logistics, and Accounts Receivable.
• Experience with ERP/order management systems, inventory processes, and customer data.
• Ability to inspire teams, lead through change, navigate ambiguity, drive accountability, and continuously improve.
• Strong problem-solving, data-based decision-making, partnership, and stakeholder communication skills.
• Customer-focused approach and commitment to exceptional service.
• Microsoft tools experience.
• Fully authorized to work in the US without current or future sponsorship.
Annual Base Salary Range: $88,000 - $110,000
What we offer:
• Competitive salary, annual bonus based on level, medical, dental and vision coverage, 401(k) company match, wellness and commuter benefits, pet insurance, generous PTO, and more.
• Smart Work, a hybrid model promoting workplace flexibility.
• Freedom to grow within a global business and an inclusive, diverse culture where contributions are respected.
• The opportunity to deliver our promise to society: improving the lives of millions of smokers.
