Supervisor, Customer Service

Job Title:

Supervisor, Customer Service

Job Description:

About the Role 

Entegris is seeking a Customer Service Supervisor to join our North America Customer Service team. In this role, you will supervise a team of Entegris Professionals focusing on resolving Customer inquiries, complex issues, and ensuring the highest levels of customer satisfaction. You will utilize tools such as SAP and collaborate across multiple departments and Regions to meet critical Customer needs.   

 

Key Responsibilities 

Leadership & Team Development 

• Supervise and mentor a team of Customer Service Representatives (CSRs) and Senior CSR’s across regions, fostering a culture of collaboration, accountability, and continuous learning. 

• Conduct regular performance reviews, career development discussions, and salary evaluations. 

• Organize and lead team meetings to share updates, align priorities, and drive engagement. 

 

Operational Excellence 

• Ensure adherence to global policies, procedures, and service standards. 

• Optimize workload distribution, manage absences, and maintain adequate coverage for customer inquiries and operational tasks. 

• Act as a key resource for escalations, providing guidance and solutions to complex customer issues. 

Customer Experience 

• Serve as a primary point of contact for customer service inquiries, ensuring timely and accurate resolution for assigned Customers 

• Partner with internal teams to deliver seamless customer experiences. 

• Monitor and improve service metrics, including order accuracy, response times, and complaint resolution. 

• Manage and Execute normal CSR tasks for assigned Customers 

Training & Development 

• Identify training needs and implement onboarding programs for new hires. 

• Provide ongoing coaching and skill development to enhance team performance. 

• Act as a subject matter expert for systems (e.g., SAP) and processes. 

Continuous Improvement 

• Perform additional tasks and participate in project activities as assigned 

• Support ISO certification and compliance initiatives. 

• Collaborate with global counterparts to share best practices and implement improvements. 

Qualifications 

• Bachelor’s degree or equivalent experience. 

• 5+ years in customer service or sales support, with at least 2 years in a leadership role. 

• Strong knowledge of SAP (Sales & Distribution module preferred). 

• Proven ability to lead diverse teams  

• Excellent communication, problem-solving, and organizational skills. 

• Ability to prioritize and execute in a fast-paced environment. 

Success Metrics 

• Customer Satisfaction: Deliver consistent, high-quality service globally. 

• Operational Accuracy: Maintain high or