Customer Service Supervisor (CSS)

COMPANY OVERVIEW

NorthSky was founded in 2024 in The Woodlands, Texas, and is a streamlined, eCommerce-forward, innovative B2B MRO distribution platform. Our mission is to save businesses money on the products they need most, without sacrificing quality. We accomplish this through deep partnerships with manufacturers around the globe, reducing links in the supply chain, and a simple, easy-to-navigate e-commerce platform focused on small and medium-sized businesses. As a rapidly growing startup, we offer exciting growth opportunities that allow you to make a direct and long-term impact on both our business and the broader MRO industry.

POSITION OVERVIEW

As a Customer Service Supervisor at NorthSky Industrial Inc., you will be at the forefront of our commitment to delivering exceptional service and fostering long-lasting relationships with our clients. In this pivotal role, your primary responsibility will be to ensure that our customers receive unparalleled support and assistance throughout their journey with us. You will play a crucial role in maintaining accurate records of customer interactions and transactions, utilizing our CRM software to track communications and manage relationships. You will be our clients' key point of contact, addressing inquiries, resolving issues, and providing guidance on our products and services.

In collaboration with various internal teams, including sales, inventory management, and fulfillment, you will work to streamline processes and enhance the overall customer experience. This collaborative approach will ensure that customer requests are handled efficiently and effectively, ultimately leading to higher levels of customer satisfaction and retention. As the Supervisor, you will in partnership with the Director of Sales and Service, help lead the team of Customer Service Representatives, coordinate schedules, and be the Subject Matter Expert on processes and systems for the Customer Service function at NorthSky.

In addition to the core responsibilities outlined, you may also be asked to take on additional duties and projects as needed. This flexibility will contribute to our collective growth and success, allowing you to engage with various aspects of the business and develop a broader skill set.

RESPONSIBILITIES:

Client Interaction-

Serve as the primary liaison between the company and customers via phone, email, and chat, ensuring all inquiries are handled promptly and professionally.

Product Knowledge-

Maintain a thorough understanding of our product offerings to provide accurate information and recommendations tailored to customer needs.

Order Management-

Process orders efficiently, track shipments, and assist with returns and exchanges, ensuring adherence to company policies and procedures.

Issue Resolution-

Handle customer complaints and escalations with empathy, professionalism, and a focus on resolving issues to maintain customer trust and satisfaction.

Feedback Collection-

Gather customer feedback and insights, relaying relevant information to management and other departments to enhance service delivery and product offerings.

Team Collaboration-

Work closely with sales, inventory management, and fulfillment teams to address customer requests and optimize the supply chain process.

Documentation-

Keep detailed records of customer interactions and transactions, utilizing CRM software to track communication and enhance relationship management.

Supervisory Responsibilities-

Help with team leadership, scheduling, team member development, team member coaching, and providing leadership for daily tasks and projects

KEY METRICS:

• Customer Satisfaction Score

• First Contact Resolution Average

• Average Handling time

• Complaint Resolution Rate

• Account Health / Frequency

QUALIFICATIONS / REQUIREMENTS:

• 3-5 years of experience in customer service, logistics, or a related field.

• High school diploma or equivalent.

• Strong interpersonal and communication skills, both verbal and written.

• Ability to handle multiple tasks simultaneously while maintaining attention to detail.

• Proficient in using computer systems and CRM software; familiarity with order management systems is a plus.

• A proactive and positive attitude with a strong commitment to customer satisfaction. Excellent communication, and problem-solving skills.

• Ability to work in a fast-paced environment and handle multiple priorities.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends
• On call

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $55,000 - $65,000