Customer Service Supervisor

Avient Corporation; Avon Lake (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Avient Corporation, based in Avon Lake, OH, seeks a Customer Service Supervisor to lead the CSR team and ensure fast, accurate, and cost-efficient service. You will act as the SAP expert, oversee daily operations, and drive continuous improvement in processes and metrics.

You will mentor CSRs, manage performance, and partner with sales, planning, and logistics to meet customer needs. A strong background in manufacturing or distribution and hands-on SAP experience are required.

Qualifications

• High school diploma or GED required; associate’s or bachelor’s degree in Business, Supply Chain, Communications, or a related field preferred.
• 3-5+ years of customer service experience in a manufacturing, distribution, or industrial environment.
• Previous supervisory, team lead, or people management experience preferred.
• Strong working knowledge of SAP, including order entry, customer master data, pricing, inventory inquiries, and shipping documentation.
• Experience managing customer orders, deliveries, returns, complaints, and issue resolution.
• Ability to analyze data, generate reports, and monitor customer service performance metrics.

Responsibilities

• Oversee daily operations of the customer service department.
• Become an "expert user" in SAP Processes.
• Provide knowledge and support to CSRs.
• Certify CSRs in their performance of SAP processes.
• Participate in monthly review with other CSR supervisors.
• Conduct quarterly and annual reviews to CSRs.
• Participate in interviewing and hiring process for new CSRs.
• Maintain CSR role for specified area and act as backup for other CSRs.
• Schedule and lead training sessions as needed.

Skills

Leadership

Customer service

Data analysis

Cross-functional coordination

Communication

Problem solving

Education

High school diploma or GED

Bachelor’s degree in Business or related field preferred

Tools

SAP

Microsoft Excel

Job description

Job Description

The purpose of the Customer Service function is to serve as the face to the customer providing value added services that grow our businesses. In accordance with Avient's Mission, Vision and customer segmentation guidelines, maintain and grow existing customer base by providing fast, right, cost-efficient and hassle-free customer service. This position will also provide knowledge and ongoing support to CSRs by maintaining the "expert user" role for the customer service department. This role is a key leadership position in overseeing task performance of the CSR team.

Responsibilities

Essential Duties & Responsibilities

• Oversee daily operations of the customer service department.
• Become an "expert user" in SAP Processes.
• Provide knowledge and support to CSRs.
• Certify CSRs in their performance of SAP processes.
• Participate in monthly review with other CSR supervisors.
• Conduct quarterly and annual reviews to CSRs.
• Participate in interviewing and hiring process for new CSRs.
• Maintain CSR role for specified area and act as backup for other CSRs.
• Schedule and lead training sessions as needed.

Scope

Personnel: Supervises work tasks of small team of CSRs, excluding personnel actions. Budget: Under $500,000. Sales Revenue: Territory Specific.

Qualifications

• High school diploma or GED required; associate’s or bachelor’s degree in Business, Supply Chain, Communications, or a related field preferred.
• 3-5+ years of customer service experience in a manufacturing, distribution, or industrial environment.
• Previous supervisory, team lead, or people management experience preferred.
• Strong working knowledge of SAP, including order entry, customer master data, pricing, inventory inquiries, and shipping documentation.
• Experience managing customer orders, deliveries, returns, complaints, and issue resolution.
• Ability to analyze data, generate reports, and monitor customer service performance metrics.
• Strong understanding of cross-functional coordination with sales, planning, production, logistics, and finance teams.
• Excellent verbal and written communication skills with the ability to interact professionally with customers and internal stakeholders.
• Demonstrated leadership skills, including coaching, performance management, employee development, and conflict resolution.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office Suite, including Excel, Outlook, and Teams.
• Experience with continuous improvement initiatives and process standardization is preferred.
• Customer-focused mindset with strong problem-solving and decision-making abilities.
• Ability to maintain confidentiality and handle sensitive customer and business information appropriately.

About Us

Our purpose at Avient Corporation is to be an innovator of materials solutions that help our customers succeed, while enabling a sustainable world.

Innovation goes far beyond materials science; it’s powered by the passion, creativity, and diverse expertise of 9,000 professionals worldwide. Whether you’re a finance wizard, a tech enthusiast, an operational powerhouse, an HR changemaker, or a trailblazer in materials development, you’ll find your place at Avient.

Join our global team and help shape the future with sustainable solutions that transform possibilities into realities. Your unique perspective could be the key to our next breakthrough!

We believe that all of our global employees are leaders and that the six most important behaviors for driving our strategy and culture are the same no matter if an employee is a leader of self, a leader of others, or a leader of the business.

By playing to win, acting customer centric, driving innovation and profitable growth, collaborating seamlessly across Avient, and motivating and inspiring and developing others and yourself you will accelerate your ability to achieve Avient’s strategic goals, to meet our customer needs, and to accomplish your career goals.

At Avient, we believe a wide variety of thoughts, ideas and backgrounds gives us the creativity to be successful in a rapidly changing world. In support of this, we stress equality of opportunity for all qualified individuals in accordance with applicable laws. Decisions on hiring, promotion, development, compensation or advancement are based solely on a person’s qualifications, abilities, experience and performance.

Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in accordance with applicable federal, state and local law. If you need an accommodation because of a disability to complete an online application, please contact the Avient HR Team by emailing, [e-mail] .