Customer Service Leader: Team Coaching & Operations

ITW; Troy (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

ITW in Troy, Ohio seeks a Customer Service Supervisor to lead daily operations, drive customer satisfaction, and coach a team of representatives. The role focuses on workload balancing, performance management, and ensuring service standards. Strong leadership and communication are essential.

The position emphasizes coaching, process improvement, and adherence to policies while maintaining a customer-centric culture and collaboration across departments.

Qualifications

• Bachelor's or equivalent experience in customer service leadership preferred.
• Minimum 6 years in customer service or contact center roles.
• Minimum 2 years of people leadership or supervisory experience.
• Experience managing inquiries, escalations, and service metrics.

Responsibilities

• Lead and coordinate daily customer service operations.
• Balance workloads to ensure timely, quality service.
• Coach and develop team members; manage performance.
• Monitor service metrics and ensure compliance with policies.
• Drive continuous improvement and reporting initiatives.

Skills

Coaching

Customer Experience Leadership

Emotional Intelligence

Change Agility

Data-Driven Decision Making

Influencing & Collaboration

Education

Associate's degree

Bachelor's degree

Tools

CRM

Telephony

Customer service software

Job description

ITW in Troy, Ohio seeks a Customer Service Supervisor to lead daily operations, drive customer satisfaction, and coach a team of representatives. The role focuses on workload balancing, performance management, and ensuring service standards. Strong leadership and communication are essential.

The position emphasizes coaching, process improvement, and adherence to policies while maintaining a customer-centric culture and collaboration across departments.