Customer Service Supervisor
Workrite ErgonomicsAbout the role
Do you have great customer service experience and looking for a new opportunity? If you’re passionate about people leadership, continuous improvement, and creating standout customer experiences, this is your opportunity to make an impact at Knape & Vogt. We are looking for a Customer Service Supervisor to join our industry leading team! Enjoy excellent pay and incentives at a company where you will be recognized and rewarded!
Company Overview:
Knape & Vogt Manufacturing Company has been based in Grand Rapids for over 125 years. We are a global leader specializing in the design, manufacture and distribution of functional hardware, office and healthcare ergonomics and storage-related components for original equipment manufacturers, specialty distributors, hardware chains and major home centers.
What’s In It For You?
- Benefits including Medical/Dental/Vision plus many more
- Competitive Pay
- Generous Paid Time Off
- Paid Holidays
- 401K with Company Match
- Tuition Reimbursement
- Employee Discount Programs
- Bonus and Merit opportunities
What Will You Get To Do:
Team Leadership & Performance
- Lead and coach a team of Customer Service & Order Entry Representatives to meet or exceed service-level expectations
- Conduct regular 1:1s, provide real-time feedback, maintain accountability, and support team development plans
- Monitor daily workload distribution (cases, phones, emails, order entry), ensuring service coverage and adherence to hybrid/on-site expectations
- Support interviewing, onboarding, and training of new team members
Customer Experience & Escalation Support
- Serve as first point of escalation for customer issues, partnering with Product Support, Sales, Planning, and Distribution
- Ensure timely resolution of customer inquiries related to orders, shipments, pricing updates, claims, and product availability
- Drive consistency and quality in communication across the team
Process Management & Continuous Improvement
- Ensure adherence to SOPs and contribute to updates for order entry, case management, credits/returns, and shipment issue workflows
- Identify process gaps and collaborate with the Senior Manager to implement improvements that enhance speed, accuracy, and customer satisfaction
Data, Reporting & Metrics
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