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9609 - Customer Service Supervisor - 3 Roles Available!

Travel Required:No
Location:Suffolk, VA,
Position Type:Full Time
Desired Education Level:BS


The Supply Chain team is looking to continue to develop motivated, innovative and most importantly passionate individuals to grow the future leaders of Client’s. As a Supervisor in Customer Service you will manage a small team of employees and help champion change and efficiency within the Supply Chain organization.

The Customer Service Supervisor is the crucial first step for employees interested in the management career path. As a Supervisor you will train, develop and manage a small group of employees and gain crucial leadership experience. As a leader and escalation point in Supply Chain you will be responsible for ensuring the success of your team through training, coaching and continuous support. You will attend weekly management meetings with your department leadership team. You will host team meetings, organize calls and conduct employee reviews all with the support and guidance of your manager.


  • Supervises a staff of Customer Service Coordinators to ensure order management guidelines are followed and that orders are processed accurately and timely.
  • Identifies problems or errors as they arise and research and resolve them.
  • Ensures consistency in daily practices and ensure adherence to norms.
  • Serves as an escalation point of contact or “go to” person to resolve order management guideline issues.
  • Leads meetings and Skype calls with Sales and other internal and external partners to resolve issues quickly.
  • Provides additional order management support for the staff to help cover the business when necessary.
  • Oversees key functions and processes including EDI partnering, I-trade and Master data governance.
  • Reviews EDI WorkFlow throughout the day to ensure EDI orders are processed.
  • Runs various order management reports daily to support workflow efficiency.
  • Creates and rolls out training guides and new SOP's to your teams as needed.
  • Trains and supports staff on technical and process work flows.
  • Participates and represents Customer Service in Supply Chain related functions.
  • Be an active contributor in Customer Service/Supply Chain related projects.
  • Maintains current, accurate training and support documentation such as account assignment lists, training manuals, etc.
  • Assists with testing new functionality and fixes in ChaRm.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • Bachelor’s Degree from a regionally accredited four-year college or university and 2+ years’ relevant experience; or equivalent combination of education and experience, required.
  • Bachelor's Degree, preferred.
  • 2+ years’ experience acting as a lead by providing training, guidance or mentoring to less experienced staff or managing processes and projects.
  • Knowledge of Microsoft Office with an emphasis on Excel and PowerPoint.
  • Strong decision making and problem-solving skills.
  • Ability to coach and mentor.
  • Ability to Manage conflict.
  • Strong written and verbal communication skills.
  • Flexibility to adapt to varied work schedule.
  • Ability to work well with others in fast paced, dynamic environment.
  • Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.
  • Some travel may be required.

Supervisory Responsibilities:

  • Responsible for supervision of a team of Customer Service Coordinators.
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.