Customer Service Supervisor

ZipRecruiter; Auburn (AL); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company in Alabama seeks a Customer Service Supervisor to lead a team, ensuring high-quality customer experiences. This role involves supervising daily operations, managing customer interactions, and driving process improvements while utilizing NetSuite. Candidates should have strong communication skills and a Bachelor's degree in a relevant field. A competitive salary and generous benefits package are offered.

Benefits

Company paid health insurance

401(K) retirement savings plan with employer match

3 weeks PTO per year

Qualifications

• Minimum 2-3 years of customer service experience in a B2B environment.
• Prior team leadership or supervisory experience strongly preferred.

Responsibilities

• Supervise daily operations of the Customer Service team.
• Respond to customer inquiries via phone, email, and chat.
• Oversee order processing and resolve escalated issues.

Skills

Problem Solving

Communication

Interpersonal Skills

Organization

Education

Bachelor's degree in Business

Tools

NetSuite

Microsoft Office Suite

Job description

Job DescriptionJob DescriptionSalary: $25-35 per hour

Position Summary

The Customer Service Supervisor is a working leader responsible for supervising the daily operations of the Customer Service team while actively participating in core service and order fulfillment activities using NetSuite. This role ensureshigh-quality customer experience through direct support and by guiding the Customer Service Specialists to deliver accurate, timely, and professional assistance. The Supervisor will oversee order processing, resolve escalated issues, coordinate cross-functional collaboration, and drive operational improvements within the customer service function.

Primary Responsibilities

Team Supervision

• Lead, coach, and support a team of Customer Service Specialists to maintain
  high levels of productivity, service quality, and morale.

• Conduct training, mentoring, and regular performance feedback.

• Manage daily team workflow and resolve resource or process bottlenecks.

• Monitor individual and team metrics to ensure service level targets are achieved.

• Act as the point of contact for escalated customer concerns or complex issues.

Customer Interaction & Order Management

• Respond promptly and professionally to customer inquiries via phone, email, and online chat.

• Provide accurate information regarding product specifications, pricing, availability, order status, and shipping.

• Enter and manage customer orders in the NetSuite order management system (ERP/CRM) ensuring accuracy and timely processing.

• Coordinate with internal teams (warehouse, sales, purchasing) to ensure timely and accurate order fulfillment.

• Communicate proactively with customers about order status, delays, and resolution steps.

• Assist with returns, exchanges, and issuing return authorizations per company policy.

System & Process Oversight

• Maintain and monitor the ERP/CRM (NetSuite) system
  for order, customer, and product accuracy.

• Identify areas for continuous improvement in processes, workflows, and technology usage.

• Collaborate with internal stakeholders to develop and implement process enhancements.

• Support quality system adherence by tracking and resolving customer-related non-conformances.

Cross-Functional Coordination

• Liaise with Sales, Supply Chain, Marketing, and Warehouse teams to streamline customer interactions and resolve cross-departmental issues.

• Promote open communication and ensure a feedback loop exists to enhance overall customer satisfaction.

Professionalism & Compliance

• Maintain a professional and approachable demeanor, representing
  Sterlitechs values and brand image.

• Ensure work is performed in compliance with company policies and uphold Sterlitechs core values.

• Participate in meetings, training sessions, and cross-functional initiatives as needed.

• Perform other related duties and projects as assigned

Qualifications and Skills

• Bachelors degree in Business (Business administration, Supply Chain, International Business, etc.), Science, or related field; or equivalent combination of education and experience.

• Minimum 23 years of customer service experience in a B2B environment; prior team leadership or supervisory experience strongly .

• Proficient in NetSuite ERP and CRM system

• Strong problem-solving and conflict resolution skills.

• Excellent communication and interpersonal abilities with the capacity to build trust with both internal teams and external customers.

• Working knowledge of order processing, product fulfillment, and customer support best practices.

• Basic knowledge of finance and credit policies is a plus.

• Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.

• Proficiency in Microsoft Office Suite.

In the spirit of pay transparency, we are excited to share the base salary range for this position is $25-35/hour, exclusive of fringe benefits. If you are hired at Sterlitech, your final base salary will be determined based on factors such as geographic location, skills, education and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous benefits package, including company paid health insurance, 401(K) retirements savings plan with employer match, 3 weeks PTO per year, and more.