Customer Service Supervisor

LGG INDUSTRIAL is a solutions-driven national distributor of hoses, gaskets, and conveyor products. Our skilled colleagues serve customers in various industrial segments to improve their operations and reduce their total cost of ownership. With locations across the United States and Canada, we aim to deliver consistent service and support across North America. 

We desire to create an employee-centric place to work, a place where you can develop your skills and grow as a professional. We provide training and advancement opportunities to build a career and life-work integration to keep you at your best. 

Our philosophy is that the success of our business is directly dependent upon the health and safety of our associates. We focus on maintaining a safe work environment and strive to achieve zero injuries through our safety-first culture. For more information, please visit www.lggindustrial.com 

About This Opportunity 

Role Profile 

Position: Customer Service Supervisor (Leader Gasket)

Job Type: Full-Time 

Status: Non-Exempt

Summary of the Role

The Customer Service Supervisor operates within Leader Gasket (an LGG owned subsidiary) and is responsible for overseeing daily operations of the customer service representatives at the assigned La Porte, TX location. This role ensures exceptional service delivery by monitoring performance, coaching team members, and enforcing adherence to company policies, processes, and customer experience standards. Operating in a fast-paced manufacturing environment that specializes in metal gaskets, the supervisor will lead efforts in CRM utilization, call handling, quality assurance, timely response, and pricing accuracy to support sales, operational efficiency, and customer satisfaction.

Responsibilities

• Supervise, coach, and motivate a team of customer service representatives to meet and exceed performance expectations.

• Monitor call queues, phone adherence, and service levels to ensure timely and professional responses to customer inquiries.

• Oversee CRM usage, ensuring accurate and complete documentation of customer interactions, orders, quotes, and issues.

• Collaborate with Sales, Operations, Purchasing, Production and Pricing teams to ensure effective order management, quote turnaround, and competitive pricing strategies.

• Daily coordination with manufacturing, engineering, and warehouse teams to align customer orders with production schedule, expedite urgent requests, and resolve inventory or material constraints.

• Ensure accuracy in technical specifications, drawings, and gasket requirements when processing quotes and orders.

• Track, report, and analyze performance metrics (KPIs), identifying opportunities for improvement and implementing corrective actions.

• Support conflict resolution and escalation management with key customers.

• Train and onboard new team members, ensuring compliance with company systems, processes, and service standards.

• Develop and maintain clear Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and compliance across customer service operations.

• Recommend process improvements to enhance efficiency, service delivery, and customer satisfaction.

• Must maintain 100% commitment to safety policies and procedures. 

• Actively participate in the plant safety committee and perform monthly safety inspections to reinforce a strong safety culture.

• Build and maintain strong relationships with customers, and support teams in effectively managing customer issues.

• Support Customer Service Sales Reps by processing requests for quotes and orders.

• Respond timely to Customer Corrective Action Requests and ensure effective implementation of Corrective Action. 

• Document customer feedback on gasket performance and relay issues to engineering, production, and quality assurance teams.

• Promote and enforce 5S principles, ensuring a clean, organized, and efficient office environment that supports productivity and safety.

• Perform other duties as trained and qualified for.

Skills and Abilities

• Effective customer service interpersonal skills with the ability to negotiate and influence for positive outcome

• Strong listening skills to fully understand employee and customer needs, identify concerns, and ensure accurate resolution.

• Ability to work independently and prioritize responsibilities in a fast-paced high-volume manufacturing environment.

• Must have a sense of “team” re