Customer Care Supervisor

Essential Functions

Key Responsibilities

Team Leadership & Development

Lead, coach and develop the Customer Care team to ensure high performance and engagement

Set clear expectations, provide regular feedback, and conducts performance evaluations.

Support hiring, onboarding, and training of new team members

Customer Experience & Support Oversight

Oversee all incoming customer inquires to ensure timely, accurate and professional responses.

Will have Primary Customer Care responsibilities for Select Key Accounts

Establish and maintain service standards for responses times and issue resolution

Act as the escalation point for complex or high-impact customer concerns

Ensure consistent, high-quality communication across all customer interactions

Quote & Order Management Oversight

Ensure accurate and efficient processing of quotes and customer orders

Partner with Sales and Operations to support quote follow-up strategies and improve conversion rates.

Monitor order flow and proactively address delays or issues impacting delivery timelines

Ensure customers are kept informed throughout the order lifecycle.

Process Improvement & Operation Excellence

Evaluate existing workflows and identify opportunities to improve efficiency and accuracy

Develop and implement standard operation procedures for customer care processes

Drive continuous improvement initiatives across order entry, communication, and issue resolution

Partner cross-functionally to streamline processes between departments

Performance Management & Reporting

Establish, track, and report on key performance indicators (KPIs), such as response time, backlog, order accuracy, and quote conversion rate

Analyze trends and identify areas of improvement

Implement action plans to address performance gaps and improve overall team effectiveness

Cross-Function Collaboration

Serve as the primary point of accountability between Customer Care and internal departments

Collaborate with Sales, Engineering, Warehouse, Operations and Accounting to ensure alignment and execution.

Support organization initiatives and contribute to broader operational strategies

Customer Relationship Management

Build and maintain strong, long-term customer relationships

Gain a deep understanding of key customer needs and expectations

Proactively identify opportunities to enhance the customer experience

Experience, Education and Skills

Key Competencies & Skills

Strong Leadership skills

Excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable manner.

Strategic thinking with a focus on continuous improvements

Strong problem-solving and decision-making abilities

High level of organization and ability to manage multiple priorities

Proficiency in using customer relationship management (CRM) software and order management systems like P21. Zoho experience a plus but not required.

Customer-focused mindset with a commitment to service excellence

Qualifications & Experience

High school diploma or equivalent required; associate or bachelor’s degree in business or related filed preferred

5+ years of experience in a customer service or inside sales

Prior leadership or supervisory experience strongly preferred

Experience within the industrial automation industry highly desirable

Familiarity with industrial automation products, such as PLCs, HMIs, sensors, and motors, is highly advantageous.

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