Customer Service Lead: Team Growth & Excellence

Hobart Food Equipment and Service; Troy (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

ITW in the United States seeks a Customer Service Supervisor to lead and coordinate the daily operations of the customer service team in a fast-paced environment. This role focuses on delivering exceptional customer experiences, coaching staff, and driving continuous improvement in service delivery.

You will monitor performance metrics, manage workloads, ensure policy adherence, and develop a culture of accountability and engagement across the contact center.

Qualifications

• Associate's degree required; Bachelor's degree preferred.
• Minimum 6 years of customer service, contact center, or related experience.
• Minimum 2 years of people leadership or supervisory experience.
• Experience managing customer inquiries, escalations, and service performance metrics.
• Experience balancing workloads and coordinating team resources in a customer-facing environment preferred.

Responsibilities

• Plan and coordinate daily activities of the customer service team.
• Balance case volumes and workloads to ensure efficient service delivery.
• Monitor productivity and service levels to meet objectives.
• Ensure policies and operating standards are followed.
• Provide direction, coaching, and support to achieve departmental goals.
• Lead initiatives for continuous improvement and customer satisfaction.

Skills

Leadership

Coaching

Customer service

Data-driven

Communication

Education

Associate's degree

Bachelor's degree preferred

Tools

CRM

Telephony

QA tools

Job description

ITW in the United States seeks a Customer Service Supervisor to lead and coordinate the daily operations of the customer service team in a fast-paced environment. This role focuses on delivering exceptional customer experiences, coaching staff, and driving continuous improvement in service delivery.

You will monitor performance metrics, manage workloads, ensure policy adherence, and develop a culture of accountability and engagement across the contact center.