Supervisor, Customer Service
$92,000–$102,000 year
On-site · Loveland, Colorado, United States
Job Summary
Lead, coach, and develop a team of Customer Service Representatives to achieve service, quality, productivity, and engagement goals. Manage day-to-day team performance through hiring, onboarding, training, coaching, performance reviews, and performance management activities. Partner with leadership to execute departmental objectives and support strategic initiatives. Monitor operational metrics and KPIs to identify trends, performance gaps, and improvement opportunities. Drive productivity, service quality, and revenue opportunities by coaching on customer engagement and cross-sell/up-sell best practices. Lead problem-solving initiatives, address operational and performance challenges, and drive continuous improvement to enhance the customer experience and team effectiveness. Serve as an escalation point for complex customer situations and balance customer satisfaction with business objectives. Build cross-functional partnerships and champion the Veralto Enterprise System (VES) culture. This role is located onsite in Loveland, Colorado.
Required Qualifications
- Bachelor’s degree preferred
- Minimum 5 years of customer service experience demonstrating progressive responsibility
- Previous supervisory or team lead experience preferred
- Proven ability with order entry and order management processes
- Experience managing customer escalations and resolving complex customer issues
- Strong organizational, communication, analytical, and time management skills
- Experience with Order Management systems such as Oracle, Salesforce (SFDC), Noetix, Cisco, ADP, or similar platforms
Desired Qualifications
- Bachelor’s degree preferred
- Minimum 5 years of customer service experience
- Previous supervisory or team lead experience preferred
- Experience with order entry and order management processes
- Experience managing customer escalations
- Experience with Oracle, Salesforce (SFDC), Noetix, Cisco, ADP or similar platforms
- Experience within manufacturing, industrial, healthcare, life sciences, or other B2B environments
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