Customer Service Supervisor

**RelaDyne is the nation’s leading automotive, industrial, and commercial lubricants provider and a trusted partner for reliability services. We’re more than just a distributor — we’re a team dedicated to innovation, service excellence, and growth.** We’re looking for a motivated and organized **Customer Service Supervisor** who thrives in a fast-paced environment. This role plays a key part in supporting Sales and Customer Service through accurate order processing, strong communication, and dependable administrative support, all to help deliver an outstanding customer experience. **Responsibilities** **Customer Service Operations** - Lead and supervise a team of 8-10 Customer Service Associates, providing direction, coaching, and support to ensure high performance and professional customer interactions. - lead associates, processes, and policies of RelaDyne in a manner of excellence in order to sustain customer loyalty and provide opportunities for corporate growth - Monitor and evaluate phone and email communications to ensure service quality and professionalism. - Oversee daily customer service operations to ensure inquiries and requests are handled promptly and accurately. - Address and resolve escalated customer concerns or service issues in a timely and professional manner. - Obtain and evaluate relevant information to respond to product inquiries, service requests, and order-related questions. - Ensure adherence to Customer Service SLA's (service level agreement) measures (ASA, ABN, etc). - Review and analyze dashboards and reporting from the phones and Salesforce. **Customer & Order Management** - Oversee the setup of new customer accounts and ensure accurate maintenance of customer data. - Ensure accurate processing of customer orders, forms, applications, and service requests. - Organize team workflow to meet customer timeframes and service expectations. - Maintain customer records and databases, ensuring data accuracy and integrity within company systems, including SAP. **Cross-Functional Collaboration** - Communicate and coordinate with internal departments including sales, logistics, operations, and accounting to resolve customer issues and support business operations. - Provide feedback to leadership regarding opportunities to improve customer service processes and operational efficiency. - Assist in preparing correspondence, reports, and presentations as needed. - Coordinate mail, shipping, and customer documentation as required. - Support special projects and departmental initiatives as assigned. **Leadership Responsibilities** - Provide leadership, coaching, and development for Customer Service Associates. - Leverage customer feedback to suggest service improvements and trends. - Establish clear expectations, service standards, and performance goals for the team. - Conduct regular performance discussions and evaluations to support associate growth and accountability. - Review and approve associate timecards in accordance with company payroll processes and deadlines. - Monitor team productivity and workflow to ensure customer service objectives are achieved. - Foster a positive and collaborative team environment that reflects RelaDyne's values and commitment to service excellence. **Knowledge, Skills & Abilities** - Minimum of 5+ years of customer service experience, preferably in a business-to-business, industrial, distribution, or logistics environment. - At least 2+ years of supervisory or team leadership experience, preferably managing multiple customer service associates. - Strong customer service and relationship management skills. - Excellent phone etiquette and professional communication skills. - Demonstrated leadership, planning, and team management abilities. - Ability to analyze service metrics and operational data to identify trends and improvement opportunities - Strong problem-solving and analytical skills with the ability to manage multiple priorities. - Ability to work effectively under pressu…