he Customer Success Supervisor leads and supports our customer success team in managing inquiries and orders, ensuring consistent and high-quality service delivery. This role involves overseeing the day-to-day operations of the Customer Success Representatives (CSRs), coaching and mentoring team members, and implementing best practices for customer engagement and order management. The Supervisor will work closely with cross-functional teams to streamline processes, improve response times, and elevate the customer experience across all communication channels.
Key Responsibilities
Leadership & Team Development
- Provide daily supervision and support to the Customer Success team, guiding CSRs in managing inquiries and fulfilling customer requests.
- Coach team members on customer service skills, order management, and internal collaboration to foster a high-performing team.
- Conduct regular performance evaluations, offer feedback, and support career development opportunities for team members.
Customer Service & Inquiry Management
Serve as an escalation point for complex customer inquiries and issues, ensuring prompt and satisfactory resolutions.Oversee the teams handling of new orders, shipping inquiries, order status updates, and documentation requests, ensuring consistent quality and responsiveness.Lead by example in delivering an excellent customer experience, ensuring that the team meets high standards of service.Order Management & Process Improvement
Coordinate with internal departments (shipping, production, accounting) to address operational challenges and improve process efficiency.Track and analyze team performance metrics, identifying areas for improvement in order processing, response times, and data accuracy.Implement best practices and standard operating procedures to optimize order fulfillment and improve team efficiency.Customer Engagement & Account Growth
Monitor customer interactions for upselling and cross-selling opportunities, collaborating with the sales and technical services teams to develop tailored solutions.Support the team in proactively identifying potential growth opportunities with existing customers and responding effectively to new inquiries.Facilitate knowledge-sharing sessions with the team to align on new product information, customer success strategies, and emerging market needs.Multi-Channel Communication & Reporting
Oversee communication across all channels, including email, phone, chat, and portals, ensuring prompt responses and thorough follow-up.Lead team meetings to discuss trends, challenges, and potential process improvements based on customer feedback and team insights.Prepare and review team performance reports, including order forecasts, customer feedback summaries, and KPI tracking.Who Were Looking For
The ideal candidate for the Customer Success Supervisor role is someone with a strong foundation in customer service, leadership experience, and a passion for continuous improvement. You are :
Customer-Centric : You have experience in customer support or account management, with a strong commitment to delivering a positive experience.Organized and Detail-Oriented : You can manage multiple priorities and ensure that CRM records and orders are up-to-date and accurate.An Effective Leader : You can motivate and guide a team, fostering a collaborative and goal-oriented environment.Proactive and Solution-Oriented : You anticipate customer needs, proactively address issues, and drive process improvements.Tech-Savvy : You are comfortable with CRM systems (e.g., Zoho, Salesforce) and can quickly adapt to new tools as needed.Experienced in a Relevant Industry : Experience in manufacturing, distribution, or a B2B environment is a plus, particularly in cleanroom or medical device manufacturing.Qualifications
Bachelors degree or equivalent experience in business, operations, customer service, or a related field.3 years of experience in customer support, order management, or account management, with at least 1-2 years in a supervisory or leadership role.Strong communication and organizational skills, with experience managing customer interactions across multiple channels.Proficiency with CRM systems (e.g., Zoho, Salesforce) and order management software.Proven ability to prioritize tasks, manage competing priorities, and resolve issues in a fast-paced environment.
