Customer Care Supervisor: Lead Service Excellence & Ops

IMCD Group; Westlake (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

IMCD Group is seeking a Customer Care Supervisor to lead a team of 6-8 specialists in Westlake, OH. You will ensure seamless order entry, manage performance, and drive customer-focused outcomes across departments.

The role requires strong communication, coaching ability, and data-driven problem solving to sustain high service levels and cross-functional alignment with operations and commercial teams.

Qualifications

• Minimum 6 years of experience in customer service or operations support, including 4 years in B2B customer service.
• Minimum 2 years in coaching/mentoring or supervisory role.
• Proficiency with ERP systems and Microsoft Office applications.

Responsibilities

• Oversee day-to-day operations for a group of Customer Care Specialists, ensuring successful order entry, order management, and achievement of service level KPIs.
• Develop and mentor direct reports through regular 1:1 meetings, real-time coaching, and formal reviews to enhance performance and customer-centricity.
• Interface with IMCD commercial team, Supply Chain, and Principal Management to identify and implement viable solutions for complex customer issues.
• Collaborate with leadership to drive continuous improvement, perform root cause analysis, and implement digital tools to enhance efficiency.
• Leverage data and reporting to identify issues/trends and improve OTIF and service levels.

Skills

Customer service

Coaching/mentoring

Cross-functional collaboration

Communication skills

Data analysis

Education

High School Diploma

Bachelor's degree (business or communications)

Tools

ERP systems

Microsoft Office

Job description

IMCD Group is seeking a Customer Care Supervisor to lead a team of 6-8 specialists in Westlake, OH. You will ensure seamless order entry, manage performance, and drive customer-focused outcomes across departments.

The role requires strong communication, coaching ability, and data-driven problem solving to sustain high service levels and cross-functional alignment with operations and commercial teams.