Customer Service Operations Supervisor

Ferrotec; Bedford (NH); On-site; USD 65,000 - 90,000; Full time

Job summary

Ferrotec is seeking a Supervisor of Customer Service in Bedford, NH to lead the day-to-day operations of the customer service team and ensure exceptional service delivery. You will supervise staff, address escalated issues, and partner with sales, operations, and technical support to meet customer needs.

The role requires a bachelor’s degree (or equivalent) and several years in customer service with leadership experience, plus proficiency with ERP/CRM systems and MS Office.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field (or equivalent).
• 3+ years in customer service with at least 1 year in a supervisory role.
• Experience with an enterprise ERP system and CRM tools.

Responsibilities

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

Skills

Customer service leadership

Communication skills

Coaching & development

Data-driven decisions

Team scheduling

Education

Bachelor’s degree in Business Administration, Communications, or a related field

Tools

CRM software

ERP systems

Microsoft Office

Portal experience

Job description

Ferrotec is seeking a Supervisor of Customer Service in Bedford, NH to lead the day-to-day operations of the customer service team and ensure exceptional service delivery. You will supervise staff, address escalated issues, and partner with sales, operations, and technical support to meet customer needs.

The role requires a bachelor’s degree (or equivalent) and several years in customer service with leadership experience, plus proficiency with ERP/CRM systems and MS Office.