Customer Service Supervisor - MH

Objective / Purpose The Customer Service Supervisor plays a pivotal role in aligning departmental initiatives with the overall strategy of the company. This position involves collaborating with management to design and lead the execution of key initiatives, ensuring the department operates with speed, efficiency, and accuracy in handling orders. The ability to work in a fast-paced environment, think critically, problem-solve, prioritize tasks, and lead the team to achieve targets will be paramount to the success of this role. The Supervisor oversees daily operations, serves as the primary escalation point, and directly manages the customer service team.   The purpose of the department is to delivery exceptional service providing timely, accurate and comprehensive responses to customer inquiries and issues, ensuring a positive experience with M Holland. Build strong relationships by understanding customer needs, offering personalized solutions, and maintaining open communication. Support seamless order management through collaboration with sales and operations teams to ensure smooth order processing, delivery, and after-sales support, contributing to overall business success. Drive continuous improvement by gathering customer feedback to identify service improvement opportunities and implement changes that enhance customer satisfaction and loyalty. Uphold company values by maintaining the company’s commitment to quality, reliability, and sustainability in every customer interaction, reinforcing our reputation as a trusted partner in the plastics distribution industry.     The Supervisor is responsible for leading the team by designing and upholding standard operating procedures, metrics, and policy that support the goals of M Holland Company.   Areas of Responsibility / Tasks Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.     Participate in the planning and implementation of department goals and objectives under the guidance of the Customer Service Manager Promote a supportive environment for the team Build personnel plan for assignment and communicate to manager to include department-wide plan Execute against plan through recruiting, interviewing and hiring new employees Work with RSMs, Sales Reps and Customer Account Reps during necessary account transitions. Control headcount of the department to meet business service needs and profitability goals Manage the team to right-sized workloads to balance effectiveness and efficiencies Design and implement coverage scheme that allows employees to use PTO   Organize, monitor, review, and coach the team on a day-to-day basis. Review daily, weekly and monthly reports and systems to ensure targets are being met.  Assist in establishing, and oversee daily management meetings to track KPIs, identify failures, and intervene to drive immediate adjustments to the daily plan Participate in team problem solving activities, and facilitate the execution of solutions Work within the Customer Service department and across department lines to ensure alignment of behaviors and process Exhibit a comprehensive understanding of other departments’ work flows Partner with supervisors and managers of stakeholder departments to establish proper transactional hand off. Hold the team members accountable to perform within the polices, standards, and procedures of the department Monitor sales order procedures to assist in having the team move through the correct process Serve as immediate point of escalation for the CS team, ensuring proper communication of the matters to the department Manager Approve and document expedite requests Ensure successful month end close Send month end reminder emails Ensure orders invoice within the month they ship Assist manager in facilitating departmental meetings to announce updates and new procedures Identify, document and address personnel issues and achievements Compile quantitative data for reviews Document and conduct periodic reviews with employees Address disciplinary actions in accordance with company standards as needed Maintain and distribute Customer Service related documents on behalf of the management team Research scenarios related to non-quality RMAs (Return Material Authorization) and CARs (Corrective Action Requests) to coach reps and implement process improvement to avoid same mistakes Oversee the onboarding of new employees Solicit feedback from the Customer Service team regarding specific training needs, areas of inconsistencies, workload issues and creative ideas and suggestions Coordinate group outings, Appreciation Week, and other team building events. Other duties as assigned by management   Minimum Qualifications/ Education / Experience / Certifications Education: Bachelor’s degree preferred or related training equivalent to role – required. Equivalent experience considered in lieu of degree. Minimum of 5 years work experience in similar title and scope of responsibility – preferred. Experience: Minimum of 5 years work experience managing people - preferred. Proven leadership experience in a complex working environment. Excellent verbal and written communication skills Demonstrates ability to manage time, organize and set priorities. Financial business acumen as demonstrated by previous work experience Willingness to adapt to changing process, tools and technology Must be detailed oriented with strong analytical skills and exceptional problem-solving abilities Ability to maintain high level of organization and prioritization Innate sense of urgency that provides proactive and consistent work Natural feel or demonstrated previous experience for coaching, motivating, encouraging and interacting with individuals Proven ability to work well within a team and promote strong working relationships meanwhile maintaining professional attitude and positive outlook Effectively maintains discretion Flexibility in schedule with ability to handle problems outside of typical business hours Proficiency in Microsoft Office and a capability to learn basic systems such as Microsoft CRM Applicants must be authorized to work in the U.S.