Customer Service Leader: Coaching & Operational Excellence

Imperial Dade; Franklin (MA); On-site; USD 65,000 - 70,000; Full time

Job summary

Imperial Brady in Franklin, MA is seeking a Customer Service Supervisor to lead and develop the daily operations of the Customer Service team. You will oversee Representatives, monitor performance, coach staff, and drive improvements in satisfaction and efficiency.

The role collaborates with Sales, Operations, Transportation, and Purchasing to resolve issues and optimize processes, while maintaining policy compliance and a positive team environment.

Qualifications

• Associate's degree preferred; equivalent combination of education and experience will be considered.
• Minimum of 3-5 years of customer service experience, preferably in distribution, logistics, or a fast-paced service environment.
• Prior supervisory, team lead, or leadership experience preferred.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Proven ability to motivate and develop employees while driving results.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency with Microsoft Office applications and customer service systems.
• Experience with ERP systems such as Dayforce, SAP, Oracle, or similar platforms is a plus.

Responsibilities

• Supervise, coach, and develop Customer Service Representatives to achieve departmental goals and service standards.
• Monitor daily workflow, staffing levels, and productivity to ensure efficient operations.
• Assist with hiring, onboarding, training, and performance management of team members.
• Handle escalated customer inquiries and resolve complex service issues in a professional and timely manner.
• Review customer interactions to ensure quality, accuracy, and adherence to company policies and procedures.
• Analyze department metrics and identify opportunities to improve service levels, response times, and customer satisfaction.
• Collaborate with Sales, Operations, Transportation, Purchasing, and other departments to resolve customer concerns and improve processes.
• Conduct regular team meetings and provide ongoing communication regarding company initiatives, policy changes, and performance expectations.
• Support the implementation of new processes, systems, and continuous improvement initiatives.
• Maintain a positive and professional work environment that promotes teamwork, accountability, and employee engagement.
• Ensure compliance with company policies, safety requirements, and applicable regulations.
• Perform other related duties as assigned.

Skills

Leadership

Customer service

Problem-solving

Communication

Team development

Time management

ERP familiarity

Microsoft Office

Education

Associate's degree preferred

Tools

Dayforce

SAP

Oracle

Microsoft Office

Job description

Imperial Brady in Franklin, MA is seeking a Customer Service Supervisor to lead and develop the daily operations of the Customer Service team. You will oversee Representatives, monitor performance, coach staff, and drive improvements in satisfaction and efficiency.

The role collaborates with Sales, Operations, Transportation, and Purchasing to resolve issues and optimize processes, while maintaining policy compliance and a positive team environment.