Customer Service Supervisor

At Shepherd Chemical Company, we don’t just provide products—we create innovative solutions that impact industries worldwide. Our commitment to quality, service, and continuous improvement drives everything we do, and our Customer Service Team plays a crucial role in ensuring seamless order fulfillment and outstanding customer satisfaction.

We are seeking a Customer Service Supervisor who is a dynamic leader, problem-solver, and team player. In this role, you’ll streamline order-to-delivery processes, lead a high-performing customer service team, and collaborate across departments to enhance efficiency and exceed customer expectations.

If you have a passion for service excellence, strong leadership skills, and a drive to optimize operations, this is your opportunity to make a real impact!

Position Objective

Lead and coordinate the order fulfillment process from receipt to delivery, ensuring accuracy, efficiency, and top-tier customer satisfaction. As a key liaison between customers and internal teams, you’ll provide proactive leadership, resolve challenges, and drive continuous improvements in service operations.

Key Responsibilities

• Be the Subject Matter Expert (SME) for the order-to-cash process within the ERP system, ensuring smooth transactions and minimal disruptions.
• Lead communication efforts with customers, addressing scheduling conflicts, order changes, and delivery updates with clarity and professionalism.
• Collaborate cross-functionally with Sales, Supply Chain, Quality Control, R&D, and Shipping to ensure seamless execution of customer orders.
• Oversee customer account setup and maintain the customer master database, ensuring accuracy and alignment with customer requests.
• Standardize processes for key customers to ensure efficiency and consistency.
• Manage order fulfillment lifecycle, proactively monitoring and updating orders, investigating short payments, and ensuring proper billing.
• Process international export shipments, including obtaining sailing schedules and preparing customs documentation.
• Resolve customer issues, concerns, returns, and complaints with professionalism, urgency, and a solutions-focused approach.
• Continuously improve business processes, identifying and implementing efficiency-enhancing solutions.
• Coach, mentor, and develop the customer service team to enhance skills, engagement, and overall effectiveness.

Qualifications & Experience

Required

• 4-year technical degree or demonstrated aptitude in the chemical manufacturing industry.
• 3-5 years of experience in a direct leadership role.
• Strong technical proficiency, including MS Office and ERP systems (SAP preferred).
• Exceptional communication skills, both verbal and written, with the ability to engage effectively across all levels of the organization.
• Analytical mindset with a problem-solving approach to process optimization and customer issue resolution.
• Proven ability to work collaboratively within a fast-paced, detail-oriented team environment.

Preferred

• Experience in export logistics and international shipping.
• Industrial sector experience, particularly in manufacturing or chemical industries.
• Accounting experience, particularly in order reconciliation and payment investigations.

Behavioral Competencies

• Thrives in a fast-paced environment while maintaining attention to detail.
• Takes initiative and exercises independent judgment in decision-making.
• Strong work ethic, demonstrated through reliability, punctuality, and accountability.
• Excellent organizational skills, with the ability to prioritize multiple tasks effectively.
• “Whatever it takes” attitude—a proactive mindset dedicated to exceeding customer expectations.

Why Join Shepherd Chemical Company?

• When you become part of Shepherd Chemical Company, you join a team that values excellence, collaboration, and continuous improvement. We offer:
• Competitive salary and performance-based incentives
• Comprehensive health and life insurance (effective on date of hire)
• 401(k) company contributions (effective on date of hire)
• Paid parental leave & paid time off
• Tuition reimbursement & professional development opportunities
• A collaborative work environment where your ideas matter!

Join Us & Make an Impact!

At Shepherd Chemical Company, we believe that customer service is more than just fulfilling orders—it’s about building strong relationships and driving operational success. If you’re ready to lead, innovate, and elevate the customer experience, apply today!

Shepherd Material Science Company is an Equal Opportunity Employer.