Customer Solutions Supervisor

Overview

The Customer Solutions Supervisor is responsible for the day-to-day leadership and personnel management of a team of Customer Solutions Representatives, ensuring the delivery of an exceptional customer experience across phone, email, chat, and other customer communication channels. The team supports customers across multiple time zones, requiring the Supervisor to ensure appropriate service and leadership coverage across an extended range of business hours.

 

This role provides direct supervision, coaching, performance management, and development of team members while overseeing daily workflow, service levels, quality, and workload distribution. The Supervisor works closely with the Regional Sales Leader to ensure the team consistently delivers timely, accurate, and professional customer support while meeting established productivity, quality, and customer experience expectations.

 

The Customer Solutions Supervisor serves as a key escalation point for complex customer and operational issues and is responsible for identifying solutions that appropriately balance customer needs with company policies and business objectives. This role also identifies opportunities to improve customer experience, team effectiveness, and operational processes and represents Customer Service in cross-functional initiatives.

Responsibilities

Personnel Management & Team Development

• Directly supervise and manage a team of Customer Solutions Representatives, including responsibility for employee performance, development, attendance, and day-to-day personnel matters.
• Establish clear expectations and hold team members accountable for customer service, quality, productivity, accuracy, and professional standards.
• Conduct regular one-on-one meetings, performance discussions, coaching sessions, and employee development activities. Address performance or behavioral concerns in partnership with Human Resources as appropriate.
• Participate in hiring, interviewing, onboarding, training, and development of Customer Solutions team members.

Customer Solutions Operations

• Oversee the daily operation of the Customer Solutions team, ensuring appropriate staffing, workload distribution, and customer support coverage.
• Monitor customer queues, service levels, response times, productivity, and quality to ensure established performance expectations are achieved.
• Coordinate employee schedules and coverage across required business hours and time zones, including planned and unplanned absences.
• Ensure consistent execution of established customer service processes, policies, and standard operating procedures.
• Ensure the team consistently delivers an exceptional customer experience across phone, email, chat, and other customer communication channels.
• Serve as a management escalation point for complex or sensitive customer situations requiring additional authority, judgment, or cross-functional coordination.
• Partner with internal teams to resolve customer issues involving orders, delivery, returns, pricing, availability, or other service-related concerns.
• Identify recurring customer issues and trends and work with appropriate stakeholders to address root causes.
• May provide direct support or relationship management for select strategic customers when appropriate.

Performance Management & Reporting

• Monitor individual and team performance against established customer service KPIs and expectations.
• Use performance data, customer feedback, quality results, and operational observations to identify coaching and improvement opportunities.
• Support the development and implementation of performance standards and service-level expectations.
• Ensure employees understand how their individual performance contributes to customer satisfaction and overall business performance.

Process & Documentation Management

• Develop and maintain customer service work instructions, standard operating procedures, processes, and supporting documentation.
• Ensure team members are appropriately trained on new or revised procedures.

Essential Qualifications

• Minimum of three (3) years of customer service, inside sales, or order management experience.
• Demonstrated ability to lead peers and influence positive team performance.
• Advanced knowledge of customer order processing and customer support workflows.
• Experience handling complex customer issues with sound judgment and professionalism.
• Ability to prioritize multiple competing responsibilities in a fast-paced environment.
• Strong organizational skills with exceptional attention t