Customer Service Supervisor

Customer Service Supervisor at Signature Group Recruitment Customer Service Supervisor at Signature Group Recruitment in West Chester, Pennsylvania Posted in 8 days ago.

Type:

full-time

Job Description:

Customer Service Supervisor Join a global, industry-leading manufacturer of highly engineered products supporting a diverse customer base that includes multi-million-dollar OEM accounts and complex technical applications. This is a high-impact leadership role for a sharp, level-headed professional who thrives in fast-paced environments and can balance team leadership, customer engagement, and operational execution. The Customer Service Supervisor will lead a team responsible for delivering best-in-class service and sales support across a technically driven product portfolio. This role requires someone who can develop people, optimize workflows, and confidently manage escalated customer situations, while maintaining a strong partnership with cross-functional teams including sales, engineering, and operations. Key Responsibilities Lead, coach, and develop a Customer Service team through regular performance reviews, real-time feedback, and structured development planning, including career progression and succession planning Establish and drive training initiatives focused on product knowledge, application-based support, systems proficiency, and process excellence Manage and optimize team workflows, ensuring alignment with business demand, service levels, and organizational priorities Partner with leadership to shape customer service strategy, policies, and processes in line with business growth and evolving market needs Build and maintain relationships with key, high-value customers, proactively gathering feedback and strengthening long-term partnerships Take ownership of escalated customer issues, including complex order management challenges, technical product questions, and service concerns-driving resolution with professionalism and urgency Leverage systems and data (SAP, CRM platforms) to analyze performance, identify trends, and improve service delivery What We're Looking For 3-5+ years of experience in a customer service leadership or supervisory role, preferably within a manufacturing or technical product environment Proven ability to lead performance reviews, coach employees, and manage team development Experience working with ERP and CRM systems (SAP, Salesforce or similar) to manage orders, customer data, and workflows Strong problem-solving and de-escalation skills, with the ability to navigate complex customer situations involving high-value accounts High level of business acumen, professionalism, and emotional intelligence-able to remain composed and solutions-oriented under pressure Excellent communication skills with the ability to interface effectively across customers, sales, engineering, and operations teams Bachelor's degree preferred (Business, Engineering, or related field)