Customer Service Supervisor

Lead pre- and post-sales service delivery by analyzing operational processes, escalation procedures, and training needs to identify service improvements. Manage customer retention strategies, including resolving concerns, developing contact plans, and overseeing return materials authorization (RMA) processes for speed and accuracy. Liaise between customers and manufacturing, sales, field service, and accounting to resolve inquiries regarding status, production, delivery, and billing. Supervise lower-level supervisors and direct reports by providing leadership, conducting interviews, planning work assignments, and addressing performance appraisals and complaints. Daily availability includes evenings and weekends when necessary to reach goals and deadlines.