Customer Service Leader: Coaching, Metrics & Process Improvement

Ferrotec; Bedford (NH); On-site; USD 70,000 - 95,000; Full time

Job summary

Ferrotec (USA) Corporation is seeking a Supervisor of Customer Service to lead daily operations and drive exceptional service quality. You will oversee staff performance, address escalated issues, and partner with sales, operations, and tech support to improve processes.

The role requires a Bachelor's degree in a related field and at least 3 years in customer service with supervisory experience, plus ERP/CRM proficiency and strong communication skills.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Minimum 3 years of experience in customer service with supervisory responsibilities.
• Experience with an enterprise ERP system.

Responsibilities

• Supervise the daily activities of the customer service team to ensure high-quality service.
• Monitor and evaluate team performance, provide coaching and development.
• Address escalated customer issues professionally and timely.
• Develop and implement customer service policies, procedures, and standards.
• Analyze metrics to identify improvement opportunities and implement solutions.
• Collaborate with sales, operations, and technical support to meet customer needs.
• Manage team schedules and resource allocation to maintain coverage.
• Train staff on processes, systems, and best practices.
• Ensure compliance with policies, standards, and regulatory requirements.
• Prepare reports on performance for senior management.
• Foster a positive, inclusive work environment.

Skills

Customer service leadership

ERP system experience

CRM software

Data analysis

Communication skills

Problem-solving

Organization & time management

Process improvement

Education

Bachelor's degree in Business Administration or Communications

Tools

Oracle

Job description

Ferrotec (USA) Corporation is seeking a Supervisor of Customer Service to lead daily operations and drive exceptional service quality. You will oversee staff performance, address escalated issues, and partner with sales, operations, and tech support to improve processes.

The role requires a Bachelor's degree in a related field and at least 3 years in customer service with supervisory experience, plus ERP/CRM proficiency and strong communication skills.