Customer Care Supervisor

Agri-Fab is a leader in the lawn and garden marketplace with shipments reaching around the globe. In 2025 Agri-Fab is celebrating 50 years in business. As successful as Agri-Fab has become, the core goals has not changed; provide a reliable source of employment for the community.

Agri-Fab offers affordable on-site childcare, two weeks of vacation, and a comprehensive benefits package including health, dental and vision coverage focused on wellness rewards along with 401(k) and company paid life insurance. Other benefits include tuition reimbursement, earned wage access, discounts, 10 Paid Holidays, and more!

The Supervisor of Customer Care Department maintains the Customer Care and Parts & Service Department and delegates work to the employees. The Supervisor is required to monitor, assist, coach and review Customer Care and Service part employees’ work to ensure standard work procedure is carried out in a professional manner.

Essential Functions

This position’s essential include but are not limited to:

Supervising Customer Service Representatives and Parts & Service team

• Assigning individual duties to the Customer Care Representatives and parts & Service personnel
• Pulling report quarterly to review for gaps in information, work with purchasing and engineering to obtain information on missing data to add to Web client
• Managing and monitoring parts and service team weekly tracker, carousel restocking %, update KPI’s monthly. Annual review of parts Carousel
• Review and support parts and service weekly standard work
• Coach and help Customer Care Representatives with new policies or new product training
• Review and readjust tools to make the job of the Customer Care Representatives and Service Part employee easier
• Review and communicate service part pricing updates, new model check sheet.
• Run and review open order report for service parts, review open work orders and purchased parts follow up as needed with production control
• Run service part out of stock, backorder report every Tuesday, review with service part team to ship on time
• Monitor and track parts and service fill rates, update Dashboard monthly
• Manage warranty claims (all customers)
• Manage Speedepart site, upgrades, new dealers, part pricing retail and dealer, freight table, service part subs, adding new part #s

Department Communication

• Alert quality to possible problems with finished goods from return data and or customer interactions, reviews, phone calls.
• Alert purchasing and production control to heavy parts sales
• Work with product management and engineering on customer assembly issues or owner’s manual issues, review new product manuals and / or revised manuals thru manual review process.

Education and/or Experience

• 5 years’ customer service experience and / or degree in Business Management

• Comply with all rules and regulations of Agri-Fab, Inc.
• Effectively delegate work and properly supervise employees of the Customer Care & Parts and Service
• Must be detail orientated, disciplined, and able to remain calm and even tempered even in stressful or difficult situations
• Reasoning Skills
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete factors

• Language Skills
  • Ability to read, analyze and interpret technical procedures
  • Ability to write reports and procedure manuals
  • Effectively presents information and respond to questions from groups of managers, clients, customers, and company employees

• Software
  • Spreadsheet software (Excel)
  • Microsoft Products
  • Project management software (MTMS)
  • Contact management systems (Outlook)
  • Order portal, Shipping portal
  • Kuebix Freight program
  • Footprints
  • Phone monitoring system (Cisco CSR History)