Supervisor, Customer Service

Who We Are

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.

 

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

What Drives Success

Position Summary

The Customer Service Supervisor is responsible for leading and developing a team of Customer Support Representatives while ensuring exceptional customer service, order management accuracy, and operational excellence. This role oversees daily customer support activities, monitors team performance, drives continuous improvement initiatives, and serves as a key liaison between Customer Support, Sales, Supply Chain, Logistics, Production, and other internal stakeholders.

 

Key Responsibilities

Leadership & Team Management

• Supervise, coach, and develop Customer Support Representatives to ensure high levels of performance and engagement.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Manage daily workload distribution and staffing to ensure service levels are maintained.
• Monitor attendance, productivity, and adherence to departmental schedules.
• Lead onboarding and training efforts for new team members.
• Foster a culture of accountability, collaboration, and continuous improvement.

Customer Support & Escalation Management

• Serve as the primary escalation point for complex customer inquiries and complaints.
• Ensure timely and professional resolution of customer issues.
• Monitor customer interactions to maintain service quality standards.
• Partner with Sales, Supply Chain, Logistics, and Operations to resolve customer concerns.
• Drive CX experience initiatives and identify opportunities to improve the customer experience.

Order Management & Operational Oversight

• Oversee order processing activities to ensure accuracy in material numbers, pricing, quantities, and customer requirements.
• Monitor open orders and OTIF performance, partnering with Operations to mitigate risks.
• Review and approve exception requests, pricing discrepancies, and special customer accommodations.
• Ensure compliance with company policies, procedures, and service standards.
• Identify trends impacting order flow and implement corrective actions.

Returns, Credits & Issue Resolution

• Oversee credit, return, and deduction management processes.
• Ensure customer claims are resolved accurately and within established service levels.
• Collaborate with Accounting, Supply Chain, and Carriers teams to reduce deductions and recurring customer issues.
• Track recurring issues and implement preventive measures.

Performance Metrics & Reporting

• Monitor departmental KPIs including:

• • First Contact Resolution (FCR)
  • OTIF Performance
  • Order Accuracy
  • Average Response Time
  • Abandon Rate
  • Productivity Metrics

• Analyze trends and prepare reports for leadership review.
• Develop action plans to improve performance and achieve departmental goals.

 

Process Improvement & Cross-Functional Collaboration

• Lead continuous improvement initiatives focused on efficiency, quality, and customer experience.
• Identify process gaps and implement solutions that reduce manual effort and improve accuracy.
• Collaborate with Planning, Logistics, Transportation, Supply Chain, Manufacturing, Accounting, IT, and Sales teams.
• Support implementation of new systems, technologies, and business processes.
• Contribute to strategic initiatives supporting customer service tra